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,...
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...
Tools for Tense Situations: Reducing Conflicts With Patrons As Libraries Return to the New Normal
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...
Autism 101 for Libraries: What is Autism Spectrum Disorder and How Can We Help Students and Families at the Library?
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....
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...
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...
Welcoming Deaf and Hard of Hearing Patrons to Your Library
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...
The Accidental Teen Librarian
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...
Customer Service in a Digital World
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...
Handling Negative Feedback Online: Strategies for Your Library
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...
Conflict in a Peaceful Workplace
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...
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...
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...
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,...
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...
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...
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...
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...
Introduction to Trauma Informed Librarianship
Trauma-informed care can help inform our library spaces and services by giving us the skills we need to serve our diverse communities equitably. A trauma-informed library understands the unique needs of trauma survivors, provides positive service, and unbiased...
No, The Customer Isn’t Always Right
Anyone who has ever served a customer has been told that “The Customer is Always Right”. Even though we know the customer isn’t always right, (they lie, steal, manipulate etc.) it is important to remember that “the customer is always the customer”. The question...