Learning experiences focused on customer service, compassionate librarianship, and people first library service

 

Library Customer Service:

Essentials for Creating a Culture of Positive Customer Service

Customer service can often look different in a public service setting, but that doesn’t mean it isn’t an important part of your library’s offering. Join us as we discuss the essential skills library staff need to foster a culture of positive customer interactions, even during difficult situations.

This class will discuss:

·         Steps to encouraging good customer service from staff

·         Enforcing policies in a positive manner

·         Evaluating services and policies from a customer service lens

·         Providing good customer service to all types of patrons

Live Webinar Format - 1.5 hours - $200

In-person Format - Customizable - Contact for pricing

 

Servant Leadership in Libraries

Servant Leadership is a management style that flips the hierarchy of traditional leadership upside down. Leading with customers and staff as a priority has proven to create a more successful organization and a positive work culture. Join Kansas Librarian Savannah Ball as she shares how this style of leadership can be used in libraries to produce valuable outcomes. 

This class will discuss:

·         Serving customers and staff using the leadership model

·         Practical strategies for dealing with tough conversations

·         Evaluating servant leadership abilities

·         Research-based and anecdotal outcomes of employing a servant leadership model

Live Webinar Format - 1 hour - $150

In-person Format - Customizable - Contact for pricing

 

NEW! Ambiguity vs Librarian:

How I learned to stop worrying and embrace the unknown

Ambiguity can often feel like a librarian’s worst enemy. With the library’s traditional love of all things order, organization, policies, and procedures, there isn’t often room to practice working with the unknown. But, ambiguity can be both a force to reckon with and a benefit to you and your customers. Join Kansas Librarian Savannah Ball as she helps library staff embrace ambiguity.

This class will discuss:

·         Why library work is often ambiguous

·         How our brains react to ambiguity

·         Practical strategies for dealing with ambiguity

·         The benefits of ambiguity

Live Webinar Format - 1 hour - $150

In-person Format - Customizable - Contact for pricing