Closing Time: Customer Service at the End of the Day (archived webinar)

This is an archived webinar.  You will receive a magic link to watch it via email the day before it is scheduled.  But don't let this fool you.  The magic link allows you to view it at any time...day or night.   

This particular online experience is a mere 60 minutes in length.  Easy to fit into your busy schedule.  

The cost you ask?   No charge for SERLS members...a mere $15.00 for all other libraries.  Enjoy. 

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Competency: Customer Service


Sub-Category:
Maintains a calm professional manner in difficult situations and applies
effective communication techniques


 


It's the end of the
day and you need to close. One customer won't get off the computer, a guy
comes to the desk with a list of ILLs, and a family has just walked in the
door. This is often where the most contentious moments in library customer
service occur.


 


Many factors
contribute to the issues libraries face with this "Closing Time" dilemma,
stemming from both frontline staff to management.  Could there be a simple
solution? Learn to analyze the problem(s) to create sustainable
solutions.  


 


After this workshop participants will:


 


.   
Have a better understanding of the effects of
scheduling on staff and customer service


.   
Understand how to analyze problems on a deeper,
more sustainable level


.   
Be able to create policies and procedures that
meet customer and staff needs


.  
Have practical and sustainable techniques for
dealing with and preventing difficult customer and staff situations


 




 

SERLS Member Libraries: $0.00

All Other Libraries: $15.00

Event Type: 
Issues and Trends
Online Course
All
Date: 
Wednesday, May 8, 2019 (All day)