Program Type:
Self-paced- Registration is available for this event.
- Registration is no longer available for this event.
Program Description
Event Details
On-demand, self-paced course | Registered participants have access for 6 months
Build stronger relationships with your community by improving your customer service skills.
In this online course you'll delve into the art of providing exceptional customer service tailored to diverse patron needs. Learn effective communication techniques to engage with patrons courteously and empathetically, fostering positive interactions and building lasting relationships. Discover best practices for handling inquiries, resolving complaints, and addressing challenging situations with confidence, compassion, and professionalism.
Learning Objectives:
- Initiate connections and conversations with patrons.
- Understand the key role of customer service in libraries and how to improve your customer service excellence.
- Respond to common issues with kindness, empathy, and confidence.
- Grow your emotional intelligence skills to increase work relationships.
- Use nonviolent communication to diffuse difficult patron interactions.
- Conduct yourself professionally over phone and email.
- Maintain your personal boundaries without sacrificing excellent customer service.
Presenter:
Elisabeth Marrocolla, Deputy Director at Darien Library
CALL Training Partner for this Event: Library Journal
Track: Customer Service
Additional Information
Enrollment Statement
I understand that a space will be reserved for me in this learning opportunity at a cost to CALL, and if I am unable to attend this learning opportunity, I will cancel my enrollment as soon as possible and before the start date.
Single Enrollment Disclaimer
I understand that I can register for only one course at a time (no concurrent courses). If I do not attend this course, I understand that I may forfeit the opportunity to enroll in additional CALL courses during this fiscal year.