Customer Service Challenges: When Tensions Run High
On-Demand
Webinar
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.
Originally presented March 20, 2013, as part of the 2013 PLA Virtual Spring Symposium.
Learning Outcomes
At the conclusion of this free on-demand webinar, participants will:
- Be aware of potential stress triggers in communications;
- Have specific skills to diffuse or manage difficult customer situations; and
- Know how to manage their own stress response.
Who Should Attend
This free on-demand webinar is intended for all public library staff working in a customer service capacity.
Panelist
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.
Accommodations
This on-demand webinar is captioned in English (United States).
If you have a physical or communication need that may affect your access to this on-demand webinar, please contact us at plawebinars@ala.org or 800-545-2433 ext. 5PLA (5752) prior to registering so we can attempt to provide appropriate accommodations.
Tech Requirements
To play this on-demand webinar you should use a browser with native HTML5 support. Please use the most up-to-date version available of Chrome, Safari, Firefox, Opera, or Edge. A fast Internet connection and computer is recommended.
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