The Massachusetts Library System is pleased to announce that we have contracted with PCI Webinars to provide our members with access to their live webinars.  These webinars are free to MLS members who register through our calendar. Please do not register directly with PCI. Members who register directly with PCI are responsible for paying their registration fee. 

Please help us keep MLS sponsored training free for all members. If you are unable to attend the live webinar, please cancel your registration. A cancellation link can be found in your confirmation email, or you may contact Sarah Donnelly at sdonnelly@masslibsystem.org to cancel. 

Because we are working with an outside vendor, it is important that you cancel your registration in the event that you are unable to attend the live webinar.  A recording of the webinar will be available on the PCI Webinars Niche Academy website about a week after the live webinar.  If you have any issues registering or signing into the PCI Webinars Niche Academy website, please let us know.  Please do not contact PCI Webinars or Niche Academy directly about their live webinars or webinar recordings.

Description

This webinar addresses the actions employees can take when they encounter new and awkward customer behaviors. Attendees will learn immediately applicable words, phrases and techniques to effectively respond to anxious, irrational, flirtatious and other unprofessional customers.

The Handling New and Awkward Patron Behaviors program promises to be interactive, thought provoking and engaging and includes a handout that attendees can use a job aid for when they are on-the-job with their users.

Learning Outcomes

As a result of this program, attendees will:

• Learn phrases to set boundaries with their customers
• Learn phrases to redirect unwanted questions and phrases
• Discuss and resolve eight difficult and awkward real-life customer situations
• Review best practices for keeping a safe library environment for everyone

Presenter

Andrew Sanderbeck has been developing and conducting training programs for library organizations for more than twenty years. He has presented Web-based, On-line, and Face-to-Face programs on Customer Service and Communication Skills for libraries in the U.S. and numerous countries around the world.

Andrew’s programs are filled with proven techniques that attendees can immediately apply with their difficult and challenging customer behaviors. He is the past president of the Haywood County Library Board of Trustees in Western North Carolina.

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