Program Type:
Webinar- Registration is available for this event.
- Registration will close on April 3, 2026 @ 12:00pm.
- There are 9 seats remaining.
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 self-paced online course, you'll explore 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.
This on-demand course features a series of focused modules that allow you to learn at your own pace. You’ll gain practical strategies, scripts, and real-world examples to strengthen your customer service approach and support your library’s mission to serve all patrons effectively.
This course is fully on-demand. You will have 6 months to complete the course at your own pace.
Learning Objectives:
- Initiate connections and conversations with patrons.
- Understand the key role of customer service in libraries and how to improve customer service excellence.
- Respond to common issues with kindness, empathy, and confidence.
- Grow emotional intelligence skills to strengthen workplace relationships.
- Use nonviolent communication techniques to diffuse difficult patron interactions.
- Conduct yourself professionally in phone and email communications.
- Maintain personal boundaries without sacrificing excellent customer service.
Presenters:
- Brianna Campbell, Strengths Coach, Speaker, Workshop Facilitator
- Elisabeth Marrocolla, Deputy Director, Darien Library
- Margaret Ann Paauw, PhD, LCSW, Assistant Professor, Eastern Michigan University
Accessibility
All guest speaker sessions feature auto captioning and are made available on demand after the initial broadcast. Please email course-support@libraryjournal.com upon registration if you require any special accommodations, and we will make our best efforts to facilitate them.
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.