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10 Customer Service Trends and Predictions for 2021/2022 and Beyond

10 Customer Service Trends and Predictions for 2021/2022 and Beyond

 

During and after the COVID-19 pandemic, customers expect and deserve the best service we can give them. Organizations that cannot adapt and innovate will continue to struggle to meet the needs of their users, communities, staff and stakeholders. Conversely, those organizations that can roll with the changes and prepare for the uncertain future ahead for their customers will reap the benefits of greater loyalty and support.


Changes in customers’ needs and desires continues to happen at an increasing speed. The pandemic has changed customer service expectations and delivery in our libraries and we have to be vigilant in knowing that what is effective today might not meet the needs of our users in the future.
This interactive and informative program will explore 10 customer service trends and predictions to help you and your organization prepare for the next wave of customer expectations to come.

Handout

Original broadcast June 24, 2021

Presenter: Andrew Sanderbeck
Andrew has been developing and conducting training programs 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 a board member of the Haywood County Public Library and a monthly donor to EveryLibrary, advocating for libraries everywhere that support is needed.

Preparing for the Next Wave of Pandemic Weary Customers

Preparing for the Next Wave of Pandemic Weary Customers

 

Library employees are dealing with a variety of unwanted and ever-changing behaviors as the pandemic continues and misinformation, fear and negativity about the future continues to put customers and communities on the edge of unrest.

Is your organization ready and are your employees prepared to safely handle the next wave of difficult and potentially volatile customer behaviors?

This interactive and informative program will help organizations and their employees create and maintain safe workplace practices, and prepare them to better handle customer conflicts including people who are non-compliant with your rules and policies.

As a result of this program attendees will learn:
• Their role in customer conflicts: Are their actions and decisions making things better or worse?
• How to be more environmentally aware of customer situations before they turn difficult or potentially dangerous
• Specific phrases to use with customers to set expectations and boundaries with them and to guide their behaviors
• De-escalation techniques to use to reduce the agitation of the customer and to help resolve emotionally charged situations

Original broadcast May 6, 2021 

Presenter: Andrew Sanderbeck
Andrew has been developing and conducting training programs 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 a board member of the Haywood County Public Library and a monthly donor to EveryLibrary, advocating for libraries everywhere that support is needed.

Tools for Tense Situations: Reducing Conflicts With Patrons As Libraries Return to the New Normal

Tools for Tense Situations: Reducing Conflicts With Patrons As Libraries Return to the New Normal

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Steve is a leading national expert on library service, safety, and security. He has written 24 books on business, HR, leadership, security, and criminal justice topics. Steve has taught library training programs, both live and online, since 2000.  

As libraries re-open their doors to provide service to patrons, we’re all facing uncertainty, apprehension, and stress. This 90-minute webinar session will provide library directors, managers, supervisors, and full and part-time employees with tools to recognize and resolve conflicts between arriving patrons. Getting along in our new post-Pandemic, post-protests world will require patience, empathy, and understanding other points of view without judgment. Library employees and the people we serve will have strong feelings about the current political and economic climate. It’s easy to let emotions get in the way of providing good service.

Here are the topics this 90-minute webinar will cover:

  • What are the challenges we face as we return from a Work From Home status to back to working in and around our library buildings?
  • What safety and security challenges do we face in the wake of more national and local protests in our parks, public spaces, and government buildings?
  • How can managers and supervisors monitor the work culture for conflict, communication, and morale issues?
  • Can supervisors use a step-by-step conflict resolution tool to use to help two disagreeing employees to get along?
  • How to respectfully request that patrons and other library visitors (vendors, delivery, maintenance, janitorial providers) follow Covid-19 safety protocols
  • How do we agree to disagree and have patience and empathy for our patrons or co-workers who have strong feelings about national issues that differ from ours?
  • What safety and security protocols do we need to follow, coming and going and while working in publicly-accessed buildings?
  • How about a little personal and professional stress management?
  • What does the future hold for library employees and what new ways can we provide service to patrons?

Presented by Dr. Steve Albrecht, author, Library Security: Better Communication, Safer Facilities (ALA, 2015) www.DrSteveAlbrecht.com

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.

Tools for Tense Situations: Reducing Conflicts With Patrons As Libraries Return to the New Normal

Autism 101 for Libraries: What is Autism Spectrum Disorder and How Can We Help Students and Families at the Library?

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This presentation will address characteristics of Autism Spectrum Disorders (ASD) and how those characteristics manifest in children and adults. The presenter will provide insights into how library staff can support children/adults with ASD based on individual needs. Specific questions from participants will be addressed throughout the presentation.

 

Autism Resources

ASD Resources

Autism Resources: Targeting Autism for Libraries

Slides

Presenter ~ Dr. Mary O’Brian
Dr. Mary O’Brian has worked in the field of special education for more than 35 years. Dr. O’Brian received her bachelors and doctoral degrees in special education. She has worked with children with disabilities in school settings in various roles, including teacher, school psychologist and special education administrator. She also worked with adults in vocational settings. She retired from Illinois State University in 2015 and has continued to work with children and families through consulting work and advocacy.

 

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.

Serving Patrons with Developmental Disabilities

Serving Patrons with Developmental Disabilities

 

People with developmental disabilities may be cognitively or physically impaired, or both. While not always visible, these disabilities can result in serious limitations in everyday activities of life, including self-care, communication, learning, mobility, or being able to work or live independently
In this informative program, we’ll discuss developmental disabilities, getting to know groups in your community that serve this population, programming considerations for adults, teens, kids with developmental disabilities, and examples of such programming being done now.

As a result of this program attendees will learn more about:
• Programming for people with developmental disabilities in your library
• What developmental disabilities are
• People First Language
• How to get to know this community in your community
• Parent and Family support for advocacy

Original broadcast April 1, 2021 

Presenter ~ Carol Kando-Pineda
Carol Kando-Pineda has spent 15 years advocating for community inclusion, opportunities, and support for her daughter with Down Syndrome. From 2011 to 2013, Carol headed up the Virginia Government Affairs Committee for the National Down Syndrome Society. In 2017, Carol and her husband created a business for their daughter, based on selling products bearing her distinctive artwork.

The goals? To create a path for her independence, to show the world what differently-abled people can do, and to promote the work of others with developmental disabilities. Carol’s day job is to manage consumer outreach to public libraries for a federal agency. She earned her A.B. from Harvard College and her J.D. from Suffolk University School of Law.

Libraries for All: Serving People with Disabilities at Your Library

Libraries for All: Serving People with Disabilities at Your Library

It doesn’t matter if your library is small or large, public or school, rural or urban—all libraries serve people with disabilities. In this webinar, learn how you can be an advocate for people with disabilities at your library. Acquire best practices for inclusive customer service, explore strategies for making existing programs welcoming to all abilities, and learn how to build positive relationships with individuals with disabilities and local disability-related organizations in your community.

In addition, the presenter will provide:
• an overview of different visible and invisible disabilities
• inclusive library program and service ideas for all ages
• strategies for creating welcoming physical and virtual library spaces

Biography ~ Renee Grassi
Author, blogger, speaker, and trainer Renee Grassi is a recognized library leader and advocate for people of all abilities. Renee considers herself an ally for those with autism and other disabilities and has presented nationally and internationally to help libraries be more equitable and inclusive for all. In 2012, she was named a Library Journal Mover & Shaker for her work in this area. A graduate from Dominican University’s Library and Information Science Program and Illinois librarian for nearly ten years, she relocated to Minnesota in 2016. Renee is currently the Youth Services Manager at Dakota County Library, as well as Chair of her library’s Accessibility Team.

Tools for Tense Situations: Reducing Conflicts With Patrons As Libraries Return to the New Normal

Welcoming Deaf and Hard of Hearing Patrons to Your Library

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In this interactive webinar, you’ll learn communication tips for interacting with deaf and hard of hearing patrons, information about American Sign Language and Deaf Culture, and even some basic ASL vocabulary to introduce yourself and help patrons navigate the library.
 
 
About the Presenter:
Kathy MacMillan is an author, nationally certified American Sign Language interpreter, librarian, and storyteller. She is the author of the Little Hands Signing series from Familius Press, as well as many other books for children and teens and storytime resource books for educators and librarians. She has presented hundreds of programs and workshops that teach basic ASL, and specializes in training library staff to better serve the Deaf community. Find out more about her programs and workshops, as well as ASL resources, at StoriesByHand.com.
Printable handouts, videos, and resource links: https://storiesbyhand.com/welcoming/

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.

Tools for Tense Situations: Reducing Conflicts With Patrons As Libraries Return to the New Normal

The Accidental Teen Librarian

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Kids are staying out once school is over, eager to hang out with their friends and relax before the pull of homework takes over. But where do they go after school, before mom/ dad/caregivers leave work? To the library of course!

Libraries are the after school hangout for many communities. But this can mean problems too. Are you having trouble with your teens behaving in the library? Are some other members of the public (or staff!) treating them unfairly? Why do we need to be nice to teens anyway?

This class will address the topic of teens in the public library and how your library can be a safe, inviting, and happy place for teens (and staff!). We invite librarians from all departments to attend this workshop.

Presenter ~ Sarah Sogigian
Sarah Sogigian is the Executive Director of the Massachusetts Library System, a state-supported collaborative, fosters cooperation, communication, innovation, and sharing among member libraries of all types.
She spent years working in the public library field in a variety of roles. Sarah taught classes, led a Young Adult department, coordinated volunteers, and served as her library’s tech librarian. After leaving the public library, Sarah served as the Youth Services Consultant for the Metrowest and Boston Regional Library Systems before continuing in that role with the MA Library System. After becoming the Consulting and Training Services Director in 2015,  she moved into her current role in 2019. She has been an active participant with YALSA, serving on various committees for over 10 years, and was elected to YALSA’s Board of Directors for a 3-year term in 2012.

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.

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.

Class Resources

Slides

Chat Log

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.

Tools for Tense Situations: Reducing Conflicts With Patrons As Libraries Return to the New Normal

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.