2013 PLA Virtual Spring Symposium On-Demand

Customer Service Challenges: When Tensions Run High

PLA On-Demand Webinars logoIt’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.

Originally presented March 20, 2013, as part of the 2013 PLA Virtual Spring Symposium.

Running time: 57 minutes

Learning Outcomes

At the conclusion of this on-demand session, 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

Presenter

Cheryl GouldCheryl 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.


Dates & Times

Available 24/7

Continuing Education Credits

PLA does not award credit hours, or CEUs, for its on-demand sessions and cannot verify participation.

Fee

Individual

  • $19 each (less 10% discount for ALA/PLA members)

Group

  • $79 each (less 10% discount for ALA/PLA members)

If access to this on-demand session will be shared with multiple people—viewing either on an individual basis or gathered together in a single location—then the group rate applies.

This on-demand session is intended for the sole use of the purchaser, whether an individual or group. Redistribution or rebroadcast to another individual or group other than the purchaser is prohibited. Thank you for your cooperation.

Technical Requirements

To playback this on-demand session you should have the newest version of Adobe Flash Player installed and Javascript enabled in your web browser. A fast Internet connection and computer is recommended.

We suggest that groups, especially larger groups, plan ahead to use an LCD/LED projector in the room to project the session recording. Groups will also want to have speakers capable of amplifying the sessopm audio for the entire room.

How to Purchase

Purchase from the ALA Store:

If access to this on-demand session will be shared with multiple people—viewing either on an individual basis or gathered together in a single location—then the group rate applies.

The purchase of this on-demand session will include instructions and a password to access the archived recording of the session. You'll have access to the on-demand session for one year from date of purchase.

This on-demand session is intended for the sole use of the purchaser, whether an individual or group. Redistribution or rebroadcast to another individual or group other than the purchaser is prohibited. Thank you for your cooperation.

Contact

If you have questions or problems accessing a recording, send a message to plawebinars@ala.org, or call 800-545-2433 ext. 5PLA.