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...
Planning and Implementing a Fine-Free Policy
Libraries are ready for a change! Our academic library went fine free in 2016, and we’re not alone. In this informative and interactive program, we will share why and how we managed to eliminate most overdue fines, aligning our circulation policies with the needs of...
Creating Boundaries with Patrons
The Pareto Principle suggests 80 percent of something is caused or is affected by 20 percent of something else. Pareto was an Italian economist who saw that 80 percent of the peas in his garden came from only 20 percent of his pea pods. And 20 percent of his chickens...
20 Ways to Build Customer Relationships in 60 Minutes
Take a moment to consider what your organization would be like if you didn’t build relationships with your customers, employees, shareholders, vendors etc. It’s very likely you wouldn’t have an organization or business at all. Why? Because people, not...
Helping Seniors With Their Tech
Increasingly, seniors are being brought into the digital age and frustration seems to be a common refrain from the ""Baby Boomers"" when it comes to their devices. Learning new strategies to assist seniors with this new technology is always a challenge for...
Simple and Powerful Customer Service Tips
Can you think of an organization that doesn’t depend on patrons to be successful? Of course not! In fact, a significant amount of your time in your daily work is most likely tied to keeping your patrons happy and satisfied. Smart organizations are continuously...
PCI Q & A Program with Captain H.A. Harry Katt (Ret.) – Ask the Expert About Library Safety and Security
Most crime prevention experts will attest that there is no “silver bullet” that can guarantee a safe working environment. Because we live and work in very dynamic environments facing unpredictable challenges, factors and behaviors, we must be ever cognizant of our...
The Quiet Approach to Serving Customers
Customer service is not an easy job for anyone. It’s hard work to just stay on top of the ever-changing products and services the library has to offer, and it takes real skill to talk with people, determine their needs and fulfill their requests. It can be...
Dealing with Toxic People
“The difficult people we encounter can be our greatest teachers.” ― Eileen Anglin There are challenges in dealing with people who bring toxicity to the interaction. One challenge is managing the impact it has on us – the other challenge is how to respond effectively –...
How to Bring a Free Online Driver’s Education Program to Your Library
Did you know that car crashes are the leading cause of death in the United States? In 2015, more than 35,000 people died in traffic crashes, a more than 7% increase over 2014. Driving-Tests.org (DTO) has a goal: to work with libraries to create safer, more...
The Platinum Rule: Going Beyond the Golden Rule for Customer Service
At some point in your life your Mom, Dad, or another other adult taught you the Golden Rule: Treat others the way you would like to be treated. But the Golden Rule is not the gold standard anymore! Good organizations practice the Golden Rule by identifying and...
Dealing With Challenging Patrons: Safety and Security At Our Library
Spend an hour with one of the nation’s leading experts on library safety and security. Dr. Steve Albrecht has trained thousands of library employees on the do’s and don’ts of handling challenging, entitled, odd, or even threatening patrons, including the...
Improving Chat Reference with Emotional Intelligence
RUSA’s Behavioral Guidelines for Reference and Information Services state that visibility and approachability, listening, and interest are required for successful reference transactions. As the number of online reference interactions continue to increase,...
The Black Tie Customer Service Experience Create, Grow, and Empower! Your Patrons and Co-Workers
Do you want your patrons feel extraordinary every time they interact with you? Then The Black Tie Customer Service Experience is for you! Taking your library to extraordinary levels means that everyone on your team needs to know the difference between meeting patron...
Trends in Customer Service and Customer Service Training You Need to Know About
What does the future of customer service and customer service training look like? Hint: Organizations are beginning to place a much higher priority on improving the customer experience, and the quality of customer service they offer. And to figure out where your...
The Art of Saying No to the Patron
Perhaps you’ve heard the myth that since the customer is always right, you have to say yes to whatever they want. News flash! Not only is the customer not always right, there are certainly times when you can and should say no. But even though the customer is not...
Dealing with the Passive Aggressive Behaviors at Work and Home
You probably know at least know one person in your life that demonstrates passive aggressive behavior, maybe it’s even you. This behavior can be confusing and maddening, but there are reasons it exists. This interactive webinar will walk through the “whys” “hows” and...
Dealing With Potentially Dangerous Library Customers
Good manners and a friendly demeanor can handle most library customer issues. But what if being courteous is not enough? Do you, your staff, and your co-workers know what to do if someone is emotionally bullying or physically threatening to staff or other customers? ...
Breaking Bad Organizational Customer Service Habits
Bad habits get in the way of good customer service. The bigger problem is, many individuals and organizations don’t even realize they’re stuck in some bad customer service routines. As long as customers use our products and services, they’re happy and the relationship...
Social Awareness in Customer Service: 20+ Phrases You Shouldn’t Be Using in Your Conversations
We’ve all said things that people have interpreted much differently than we thought they would. Verbal slip-ups often occur because we say things without the knowledge of the subtle implications our words may carry. Understanding these implications requires social...