Contact: Brendan Dowling
PLA Communications Assistant
For Immediate Release
December 8, 2009
CHICAGO - “Customer Service: Balancing Rights and Responsibilities,” a training kit by Sandra Nelson, is now available for purchase from the Public Library Association. The second in PLA’s new Train the Trainer series, this kit contains everything needed to hold a one-day (4-4.5 hours) customer service workshop. Content focuses on creating effective customer service policies in your library by defining the rights and responsibilities of both customers and staff members.
By using this kit, trainers will learn how to describe the difference between security issues and public service issues, be able to explain the rights and responsibilities of staff and customers in a customer service interaction, define and illustrate assertive communication techniques, provide examples of effective and ineffective customer service interactions, facilitate general discussions and manage group interactions, and evaluate the effectiveness of the training program and revise the program if needed. Included in the kit are an introduction/instructions (PDF file), trainer’s agenda (MS Word), PowerPoint presentation, script, participant handouts, and evaluation forms.
Nelson is also the author of “Libraries Prosper: A Guide to Using the PLA Advocacy Toolkit” (ALA 2009), “Implementing for Results: Your Strategic Plan in Action” (ALA, 2009), “Strategic Planning for Results” (ALA, 2008), as well as many other library management books. She is the Senior Editor of the Public Library Association Results series.
“Customer Service: Balancing Rights and Responsibilities – Training Manual,” (ISBN 13: 978-0-8389-9731-4) costs $45, with discounts available for ALA and PLA members. As this is a downloadable training kit, it must be ordered via the ALA store, www.alastore.ala.org.