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Customer Service in a Digital World

Customer Service in a Digital World

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As our primary contact points with many users continue to move to the digital world, how do we deliver quality service in an online environment? During this session, we will look at customer service online.

We will explore:

  • Customer Service tips for online reference
  • Utilizing chatbots and other online help
  • Developing and managing mailing lists
  • Best practices for websites
  • Developing a connection with users via social media

This interactive workshop will help you engage virtual users and bring your online services to the next level.

Diana Silveira is a librarian and President of Novare Library Services, where she works with libraries to develop, implement, and utilize technology effectively. Previously, she was employed by the Tampa Bay (FL) Library Consortium and the Charlotte Mecklenburg (NC) Library. She has an MLIS from UNC-Greensboro and a BS in psychology from Catawba College. Her book, Library Technology Planning for Today and Tomorrow, published by Rowman and Littlefield in 2018, is now available.

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In partnership with PLAN,  webinars originally presented to their membership can now be found and accessed through Florida Library Webinars.

If you have questions about a session, contact PLAN.

Handling Negative Feedback Online: Strategies for Your Library

Handling Negative Feedback Online: Strategies for Your Library

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We all dread it: the negative comment. Whether it’s on a blog post, in an email or on a social media channel, negative feedback can quickly demoralize us and leave us wondering how to handle it.
 
In this webinar we’ll examine the most common kinds of negative commentary and the best methods for handling each. We’ll also learn what differentiates an online troll from other kinds of negative users and what to do if you encounter one. Get ready to be a whole lot more prepared the next time one of those undesirable comments appears!

At the end of this one-hour webinar, participants will:

  • Be familiar with the 4 types of negative online feedback
  • Be aware of the 6 steps for handling negative feedback
  • Be able to define a troll and how a troll differs from other types of negative feedback

Presenter: Laura Solomon
Laura Solomon is the Library Services Manager for the Ohio Public Library Information Network . She has been doing web development and design for more than twenty years, in both public libraries and as an independent consultant. She specializes in developing with Drupal. She is a 2010 Library Journal Mover & Shaker. She’s written three books about social media and content marketing, specifically for libraries, and speaks nationally on both these and technology-related topics. As a former children’s librarian, she enjoys bringing the “fun of technology” to audiences and in giving libraries the tools they need to better serve the virtual customer.

 

In partnership with TBLC,  webinars originally presented to their membership can now be found and accessed through Florida Library Webinars.

If you have questions about a session, contact TBLC.

Handling Negative Feedback Online: Strategies for Your Library

Conflict in a Peaceful Workplace

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Conflict is inevitable, and can occur in many forms. In essence, conflict can occur anytime two or more people do not agree. This disagreement can lead to frustration which can then develop rapidly into anger and finally, if not handled, can degenerate to aggression and other forms of irrational behavior.

The outcome of conflict situations can vary greatly based upon the role each participant plays in the conflict. In this program, participants will better understand and learn some of the core principles of de-escalating internal and external conflict situations as well as the importance of maintaining their focus on achieving a peaceful resolution.

Participants will learn and begin to master:

• An awareness of the signs and triggers of an escalating conflict
• Verbal de-escalation techniques that work
• Wanting to argue and to “be right” that you are wrong

 

Presenter: Andrew Sanderbeck

Andrew has been developing and conducting training seminars for libraries and library organizations for more than fifteen years. He has presented Web-based, On-line, and Face-to-Face sessions on Management and Leadership, Customer Service and Communication Skills in the U.S. and numerous countries around the world. He is the author of two books and over 50 webinars.

 

In partnership with TBLC,  webinars originally presented to their membership can now be found and accessed through Florida Library Webinars.

If you have questions about a session, contact TBLC.

Effective Communication During a Conflict

Effective Communication During a Conflict

 

We learn to speak as early as nine months, but within a lifetime, few people learn to effectively communicate. Communication versus talking allows us to share, engage, build an understanding, and establish a sense of community. It joins us–unites us.
Communication transforms relationships and creates opportunity. But can we do this even if we disagree? Can we build relationships in the midst of an emotionally-charged conversation? Absolutely!

This interactive and informative webinar will give you the tools to navigate conflict, gain an understanding, and even elevate others along the way. We will develop communication tools to use during a conflict and formulate an approach to reach a desirable outcome during a confrontation.

As a result of this program, attendees will:
• See conflict as an opportunity, not a threat
• Learn a 3-step approach on how to confront
• Better understand blame vs. contribution in a conflict
• Learn ways to respond, not react in a conflict

Original broadcast October 15, 2020 

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Biography ~ April Williams
April is the manager of Lancaster County Library in South Carolina. She is also an author, speaker, entrepreneur, editor, and a worship leader, who incorporates her love of music in many adult library programs. She also coordinates social media and marketing initiatives to promote library programs and educational opportunities.

April obtained her Bachelor of Arts in Organizational Leadership from the University of South Carolina and her Master of Library and Information Studies from the University of Alabama. She conducts workshops on leadership and communication and hosts a morning broadcast called Daily Dose LIVE that presents success tips to audiences worldwide. She is a certified life and management coach, who loves to propel individuals to success through personal and professional growth.

April and her husband, Todd, consult and train entrepreneurs in leadership, management, investing, and budgeting. They are the parents of five sons. When April is not working, she enjoys a cup of green tea, while reading Pride & Prejudice.

Delivering the Black Tie Patron Experience in the “New Normal” Economy

Delivering the Black Tie Patron Experience in the “New Normal” Economy

 

 

As we are getting back to normal in our communities, delivering a top-notch Patron Experience is even more important and needed.

In this interactive and informative program, you will discover four strategies that are needed to deliver a Patron Experience, in this “new normal” time period. If you have been on one of Bob’s webinars, he talks about the business we are all in first, is the Hospitality Business (or the People Business).

Join us and you will discover that there are four additional components of the Hospitality Business that we need to concentrate on, and implement as we get back to engaging with our patrons. Now more than ever, (and even with social distancing), these concepts are needed to make our patrons feel valued, and engaged with our organization.

They are- Being in…
– The Connection Business
– The Engagement Business
– The WOW Business
– The Peace of Mind Business

Now more than ever, (and even with social distancing), these concepts are needed to make our patrons feel valued, and engaged with our organization.

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Original broadcast August 25, 2020 

Biography ~ Bob Pacanovsky
Bob Pacanovsky has achieved Professional Member status of the National Speakers Association. He has spoken to numerous companies, colleges and organizations, including the national American Bus Association Conference, the national Catersource/Event Solutions conference in Las Vegas, the Ohio Society of Association Executives and many, many more.
As we are getting back to normal in our communities, delivering a top-notch Patron Experience is even more important and needed.

 

Self-Management to Focus on Patron-Centered Services

Self-Management to Focus on Patron-Centered Services

Libraries need to evolve — and the coronavirus has show us all that we can. How can we make the positive changes we have seen last? How could patrons be better served if your library did away with your cumbersome, siloed organizational chart, replacing Circulation, Reference, and Technical Services with a structure that speaks to the experiences patrons want to have? In this hands-on session, we challenge participants to consider a structure in service to patrons that prioritizes staff expertise, allows for significant cross-training, and empowers staff to manage their own time and participate more fully in organizational projects.

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Original broadcast August 18, 2020

Biography ~ Stephanie Chase
Stephanie Chase is the founder of Constructive Disruption, a consultancy that focuses on c​ onstructively disrupting​ the status quo, using staff-and-user driven principles to unearth what’s possible in our organizations. With more than twenty years of experience in local and municipal government, serving communities ranging from the small and rural, resort communities, and some of our largest urban centers on both the east and west coasts, Stephanie is an accomplished innovator and change leader, with significant experience leading organizational design and effectiveness and change initiatives.
Most recently, Stephanie served as the Director of Libraries for Hillsboro, Oregon. Previously, Stephanie coordinated service strategies for BiblioCommons, was the Director of Library Programs and Services for The Seattle Public Library, a founding member and inaugural chair of national advocacy organization LibraryReads, and founded the Green Mountain (VT) Library Consortium, a statewide consortium serving 150 member libraries. In addition, Stephanie currently serves on the Public Library Association’ Board of Directors and the American Library Association’s governing Council.

An Empathetic Approach to Customer Service Training

An Empathetic Approach to Customer Service Training

 

 

This informative and interactive program addresses customer service training by growing and nurturing empathy and empowering staff to navigate the gray areas in our policies. Using storytelling and group discussion, we will look at special and challenging situations such as code of conduct violations and difficult patrons.

Discover how understanding our own implicit biases and not assuming the worst of our patrons can help you offer consistent customer service to everyone we serve.

Attendees will:
• Understand how their emotional responses influence patron interactions and several tools they can use to create more positive results
• Identify at least one of their own implicit biases and understand they it can affect the customer service they offer
• Hear at least one personal story about customer service that can be used to improve customer service in their library

Original broadcast July 28, 2020

Biography ~ Molly Myers LaBadie
Molly Meyers LaBadie has been in Libraries for over 17 years, she was lucky to have four of those as a Library Trainer allowing her to train staff in customer service. Currently, as a Deputy Director, she finds that empathy for both staff and patrons is a powerful tool in offering exceptional customer service.

Delivering the Black Tie Patron Experience in the “New Normal” Economy

Delivering the Black-Tie Patron Experience

There is a “missing link” in organizations today. This link is the difference between just delivering “customer service” and wanting to deliver “Customer Experience”. This seminar will focus on giving your attendees the tools to use The Power of Hospitality to create the “”art of making a personal connection”” with the people they come into contact with every day. Your attendees and their teams are the brand and the face of their organizations.

They will receive four strategies on how to create The Black Tie Patron Experience and how to deliver this on a consistent basis to create even more Brand Ambassadors! These are your people who can’t wait to tell the stories of how the organizations (and the people that work for them) make them feel.

Original broadcast June 4, 2020 

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Biography ~ Bob Pacanovsky
Bob Pacanovsky has achieved Professional Member status of the National Speakers Association. He has spoken to numerous companies, colleges and organizations, including the national American Bus Association Conference, the national Catersource/Event Solutions conference in Las Vegas, the Ohio Society of Association Executives and many, many more.

Customer Service AMA (Ask Me Anything)

Customer Service AMA (Ask Me Anything)

 

Do you find interactions with customers to be one of the bigger challenges and delights of working in your library? Customer behaviors run the scale from pleasant to neutral to well, outrageously bad. And for the people working in customer service and those that supervise and manage them, working with the public can indeed be as Forest Gump said “like a box of chocolates…you never know what you’re going to get.”

Participants in this interactive webinar will learn customer service tips and tricks from Andrew and will share among themselves. Topics for discussion include:

• Specific verbiage to use with customers
• The “new and better ways” to ask ‘Can I Help You?’
• Approaches to working with challenging customer situations
• Ways to improve the customer experience
• How to stay fresh and refresh in a customer service position
• Ways to build customer relationships

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Original broadcast January 16, 2020

Biography ~ Andrew Sanderbeck
Andrew has experienced life as a commercial disc jockey, retail manager, corporate training manager and an adjunct professor. Today, he thrives as an introverted entrepreneur, spouse, parent and grandparent who loves animals, people, books, music, spiritual conversation, quiet time and travel. (The order varies from day to day)

People tell Andrew that they love his inspirational online publication, The Friday News Minute – which like Andrew, does not go out every Friday.

The New Basics of Professional Customer Service

The New Basics of Professional Customer Service

 

 

The landscape of what customers expect in professional customer service from organizations continues to change at a frantic pace. What was “good enough” yesterday, likely is “bad enough” to lose a customer today.

While we can’t ignore the impact and benefits of the online experience and their impact on how customers view “human-less service”, the need for organizations to provide professional customer service experiences continues to differentiate the organizations that create loyal customers and fans, versus those that get-by, survive and potentially even fail.

This interactive and informative program explores two critical customer service competencies:
1. Professional customer service expectations from the eyes of the customer and;
2. A road map to creating new internal professional customer service expectations for your organization

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Original broadcast January 7, 2020

Biography ~ Andrew Sanderbeck 
Andrew has been developing and conducting training seminars for libraries and library organizations for more than twenty years. He has presented Web-based, On-line, and Face-to-Face sessions on Management and Leadership, Customer Service and Communication Skills in the U.S. and numerous countries around the world.