Contact
Mary Puhr - Professional Development CoordinatorMid-America Library Alliance
816-521-7257
marypuhr@mid-americalibraryalliance.org
When
Thursday September 25, 2014 from 9:00 AM to 4:00 PM CDT
Add to Calendar
Registration closes September 23, 2014.
Where
Community of Christ Temple - Continents Room201 S. River Blvd.
Independence, MO 64050
Driving Directions
Not a Mid-America Library Alliance (MALA) member?
If you are employed by a library who is a member of MALA or your library is on the Get Connected Courier Delivery Service -- YOU ARE A MEMBER TOO!
If not, click here for our Educational Affiliate Membership application
OR
Contact Mary Puhr for more information on membership levels.
If you are interested in a membership with interlibrary loan courier service, contact Kirsten Myers, Courier Services/Special Projects Coordinator.
lynda.com Licenses
Mid-America Library Alliance members can now purchase a license to the more than 2,100 instructional videos
available from lynda.com for only $65.00/person. This license (valued at $375.00) will be good from now until February 28, 2015 and you can attend as many tutorials as you want as often as you want during this period. For more information click here or email Kirsten Myers at MALA.
Creating a Customer Service Environment in Your Library
Description:
Customer Service is the cornerstone of every successful library and requires the library to constantly adapt and change. Libraries are continuously evolving both in response to community expectations and 
in order to ensure their own future sustainability. Library customers' needs, expectations and choices are never static. To provide excellent customer service, library staff must keep pace with these needs. This workshop will provide you with the following core area skills for "Creating a Customer Service Environment" in your library.
- Reliability
- Communication
- Competence
- Responsiveness
- Understanding your customer
- Accessibility
- Staffing
By the end of this workshop participants will demonstrate an increast of knowledge in the following areas:
- Implement and provide solid customer service using the guiding principles of customer service
- Implement positive listening skills to make sure the patrons are being heard
- Identify what customers want and expect when a problem occurs and the ability process to create resolutions to problems
- Develop techniques for more positive interactions with patrons
Presenter:
Tiffany Hentschel, SPHR, is the Employee Relations Manager for Johnson County Government. She has worked in Human Resources in the public sector for over 20 years, serving more than nine years at the Johnson County Library. Tiffany earned a Master's Degree in Human Resources Development and a Bachelor's Degree in Human Resources Management from Webster University. Tiffany is a favorite presenter of workshops and webcasts for the Mid-America Library Alliance (MALA)
MALA Certificate Program: Library Paraprofessional required / Supervisor elective - 6 elective hours
Cost:
- MALA member: $65.00
- Non-member: $130.00
MALA Workshop Billing/Refund/Credit Policy:
We prefer all workshops to be prepaid or paid at the door. If you prefer to be billed, please add $5. Full refunds or credits are available for cancellations made a minimum of seven (7) days prior to the workshop date less a $5 administrative fee. You can transfer to another workshop a minimum of seven (7) days prior to the workshop date with no administrative fee. Cancellations made less than seven (7) days prior to the workshop date receive no refund or credit and you or your organization will be billed. No shows are billed to you or your organization.