The Massachusetts Library System is pleased to announce that we have contracted with ALA 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 ALA. Members who register directly with ALA 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. 

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.

Presenter

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.

Accessibility Information

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