2013 PLA Virtual Spring Symposium
Marketing/Customer Service Track: Program 2
- 3:45–4:45 PM Eastern
- 2:45–3:45 PM Central
- 1:45–2:45 PM Mountain
- 12:45–1:45 PM Pacific
It’s not always easy to provide “service with a smile.” Customers of all moods and personalities make their way into the library and require staff to have an extra dose of patience and fortitude. It helps to know what to look for, how to recognize your own response, and what steps to take if a situation grows tense. Learn how to manage the stress of a difficult moment and still deliver customer service you can be proud of.
At the conclusion of this program, participants will:
- Be aware of potential stress triggers in communications
- Have specific skills to diffuse or manage difficult customer situations
- Know how to manage their own stress response
Cheryl Gould is a library consultant with Fully Engaged Libraries. She has worked with Infopeople as lead trainer for 15 years delivering workshops on a wide range of topics for library staff. Through her consulting business, Fully Engaged Libraries, (www.fullyengagedlibraries.com) she helps staff bust up the mental models that keep them from moving forward, improves organizational culture through communication and teamwork, and creates engaging all staff days. Cheryl has worked with over 150 different instructors to create workshops on more than 200 different topics relevant to libraries.