Online Customer Service Training: August 18, 2021

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This interactive online seminar will help you become even better at delivering exceptional library experiences.
The session is August 18 from 9 to noon using Google Meet.

Filling out the required fields will allow you to receive the Google Meet invite/link.

Completing the optional questions will help customize the training to our group's needs. Your answers will be anonymously shared with the presenters, and may be used as examples in the seminar. We will strive to generalize them.

Email *

About you

Name *

Email for receiving your Google Meet link (can be any email, not just Gmail) *

System you work in *

Traverse des Sioux

Pioneerland

What are your public service roles, background, and experiences? Check all that apply. *

I work a public service desk most of my work hours

I usually have a supervisor readily available

My library has fewer than 5 employees

I have authority to make exceptions to our usual policies

I am the director

I supervise employees who work with the public

I work only a few hours a week at the library

I have over 5 years of customer service experience, either in libraries or other jobs

I am unaware of, or we don't have, written policies

Required

In my experience, the kinds of patrons that I find the most challenging to interact with are....

Share a customer service skill or technique you have learned to be good at in terms of public service.

What rule or policy would you like to see changed at your library? Why?

Sometimes supervisors/boards become involved in a customer interaction. Please give an example, if you'd like, of a time your supervisor handled an interaction especially well or especially poorly, in your opinion. Please include why you think so, and how it made you feel.

Describe or generalize, using fake names, a recent public service desk situation that in hindsight you think could have gone better in terms of the customer service you provided.

Do you think patrons at your library get great customer service, no matter when they come in or which employee they interact with? Please explain a bit.

Anything else you'd like us to know about you or your library to help us deliver a great session for you?

A copy of your responses will be emailed to the address you provided.

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