Customer service

What factors make certain conversations in the library "difficult"? For some it might be that a specific topic is uncomfortable. For others, it may be that certain circumstances make us feel awkward. Often, we know that if the conversation is handled badly, it will result in serious repercussions. In some instances speaking up (or down) "the chain of command" is stressful. For many, it often comes down to personality and style. Some people really are difficult to talk to in any situation.

It's a self-service world. ATMs, airline check-in machines, and self-serve gas stations are all part of everyday life. And survey data show that many customers like the sense of control that self-service brings. That means that the time is right for libraries to explore new ways to provide effective assistance to the independent user.

In this class we'll look at a variety of ways to help the public serve themselves using different media, including written materials, audio, and video. Did you know that

Format: Meeting Room

Do you ever have difficult or unsatisfying interactions with library users from other cultures? Do your customers ask for services in languages you don’t understand? Do your excellent customer service skills seem to fall short with diverse library users? Would you like to be able to communicate effectively with any customer who comes through the door?

Your library's attendance is up, but collection use is down. Your building is overcrowded - bursting at the seams - leaving little room for tempting displays and browsing areas. So many collections and special services areas have been added that the building organization no longer makes any sense. Signage is outdated, redundant, overabundant, and negative. Your customers are browsing, but not buying.

Using the basic principles of wayfinding and signage, urban planning, retailing and conversion, the class will discuss:

Sep - Oct 2004

Communication Skills for Front Line Library Staff

Why is it that two people can use the same words in the same situation with the same library users or employees-and experience totally different responses?

Sep - Dec 2006

Spanish is California's "second language," yet many of those who work in California libraries speak little or no Spanish. Do any of the following situations apply to you?

Jul - Oct 2006

Thanks to regulations that support the Americans with Disabilities Act, most California library buildings have been designed or renovated to include ramps, desks and water fountains that comply with height regulations for wheelchair users, and restrooms with accessible stalls. However, to make our services truly accessible, we need to find creative ways to improve our day-to-day interactions with users who need unique accommodations.

In this workshop you will learn how to