Setting Boundaries with Patrons
Boundaries and limit setting for patrons at public libraries can prevent library workers from feeling drained at the end of a workday. When healthy boundaries are set, it helps us […]
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Customer Service
It’s Not About Me! Serving Customers Without Taking It Personally
Are you finding it difficult to “not” to take things personally from your complaining, upset and highly emotional customers? You’re not alone! But how do you emotionally detach yourself from […]
A “No Dead Ends” Approach to the Customer Experience
As library staff, it’s easy to view our websites, apps, and impressive lists of library resources and assume that anyone can find anything they want. For a user not as familiar with our digital and physical spaces, their experience could be the opposite. Even if they do find what they are initially looking for, it […]
Unlocking Customer Satisfaction: The Role of Goal-Oriented Listening and Empathetic Communication to Improve Customer Interaction
Want to master the art of exceptional customer service? This interactive workshop, equips attendees with essential communication techniques to navigate any customer interaction. Based on the latest research in effective communication, the program equips attendees with goal-oriented listening techniques, diffusing techniques, and empathetic communication. By applying these communication techniques, attendees will be able to build […]