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Once More with Feeling: Empathy in Customer Service In-Person

Front-line librarianship thrives on positive customer service, even when faced with upset patrons. While empathy is a key skill in these situations, it's not always easy to access in the heat of the moment. Yet, empathy, like any skill, can be developed. Learning to use empathy effectively helps library staff understand patrons' emotions, enhancing service for everyone involved.

As a result of this workshop, participants will be able to:

1. Discuss the importance of empathy at work and how it intersects with customer service.

2. Identify your own emotional intelligence within the three stages of empathy development.

3. Improve customer service interactions through applying empathy techniques.

How will I be participating?

During this in-person workshop, expect frequent, active participation for maximum impact! Collaborate with peers through the use of breakout groups and hands-on activities.


This workshop will be held IN PERSON at the MLS office in Northampton, located at 241-243 King Street, Suite 250 Northampton, MA 01060.


Wednesday, March 13, 2024
1:00pm - 3:00pm
Time Zone:
Eastern Time - US & Canada (change)
In Person Workshop
   Academic Libraries      Community      Leadership & Management      User Services  

Registration is required. There are 21 seats available. Waiting list may be available if full.

NOTE: only one attendee per registration, please. 

Event Organizer

Profile photo of Kristi Chadwick
Kristi Chadwick

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