Customer Service Crash Course

Registration for this event is limited to 30 seats. This event includes attendee participation on mic and camera. 

Description

Customer service in a library environment is complex and varies from principles used in private businesses. Whether you’re new to library work or looking to hone your existing professional skills, this half-day workshop will get you up to speed. 

In this highly interactive, hands-on training session, customer service expert Laurie Brown will take you through detailed exercises, help you plan for different scenarios, and teach you how to match techniques and situations to your strengths. Participants will learn about their communication styles through the DISC assessment and discuss how to apply that knowledge to better connect to library customers.

Learning Outcomes

• Understand the fundamental principles of customer service and how they apply uniquely in a library context.
• Understand and analyze your own personal communication style through the DISC assessment.
• Learn how tone of voice, body language, and word choice work together to create the full experience of a customer interaction.
• Understand the principles of rapport building and active vs. reflective listening.
• Gain techniques for dealing with difficult people.
• Learn mitigation strategies for recovering from bad interactions.

Laurie Brown, CSP has over three decades of experience as a trainer, coach, and speaker, helping her audience improve their presentation, communication, and customer service skills. In that time she has earned a reputation as a highly engaging, fun, and effective professional whose work gets results for her clients.

A key asset that Laurie brings to her work is her range and depth of experience. She has an international clientele, having worked on four continents and in numerous countries, including the UK, Panama, Japan, Mexico, Germany, Spain, Australia, Thailand, and Bahrain, as well as throughout the United States and Canada. Laurie has worked with culturally diverse audiences at all corporate levels and a wide range of clients from Fortune 500 companies, technology and manufacturing companies, professional services, law firms, libraries, government agencies, and small family owned businesses. Her clients include Joybird, Accenture, SalesForce, KPMG, Manatee County, Newfold, BAM, Google, Ford Motor Company, and NYCHA, among many others.

Laurie is passionate about providing engaging training and coaching that makes a difference. She is the author of The Greet Your Customer Manual, The Teleprompter Manual, and Brand-Aid.

This event will be hosted in Zoom. Attendees should join from their own devices and rooms. Each registration is valid for one individual. Automatic captions will be enabled for this event. This event will be recorded, and registrants will receive access to the recording once it is ready.

If you have questions or requests regarding accessibility, contact us at ce@ala.org or at 312-280-5100.