Customer Service Standards - Webinar (10/26/21)

One of the most difficult issues for frontline library staff to navigate is the balance between personalized service, which can devolve into special favors for well-liked customers, and even-handed consistency, which can ossify into volumes of rigid rules. The key is to establish guidelines for how they treat everyone, regardless of who they are. The universal welcome, services that are promoted and available to all library customers, and common courtesy can apply to every library user, including strangers, people who are demonstrating “difficult behaviors", and people who are different.

Topics include:

Examples of written standards.
The importance of strategic planning.
Job descriptions that support customer services.
Consistency and civility can solve many customer behavioral issues.

Key issues include

Improving customer service with consistency and fair treatment.
Determining if employees, including managers and administrators, are making exceptions for friends, family, and otherwise favored customers.
How to develop a written set of standards, to continually test and review.

Virtual Trainer: Pat Wagner

Pat Wagner has been a library trainer and consultant since 1978. She has been producing and facilitating online programs for over 20 years. Pat has been a frequent visitor to Florida library and was a facilitator for the Sunshine State Library Leadership Institute.

This is an online class. Access information will be emailed one week ahead.

Cost: NEFLIN classes are free of charge for Florida library staff. Registration is required for all classes and NEFLIN members get priority.