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DTSTART:20251021T150000Z
DTEND:20251021T190000Z
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SUMMARY:Customer Service Crash Course (ALA Webinar)
DESCRIPTION: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. 
 \n\nPlease 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. 
 \n\n\nDescription\n\nCustomer 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. \n\nIn 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.\n\n\n\nLearning 
 Outcomes\n\n\n	Understand the fundamental principles of customer service 
 and how they apply uniquely in a library context.\n	Understand and analyze 
 your own personal communication style through the DISC assessment.\n	Learn 
 how tone of voice\, body language\, and word choice work together to create 
 the full experience of a customer interaction.\n	Understand the principles 
 of rapport building and active vs. reflective listening.\n	Gain techniques 
 for dealing with difficult people.\n	Learn mitigation strategies for 
 recovering from bad interactions.\n\n\n\n\nPresenter\n\nLaurie 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.\n\nA 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.\n\nLaurie 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.\n\n\n\nAccessibility Information\n\nIf you have questions or 
 requests regarding accessibility\, contact ce@ala.org or at 312-280-5100.
LOCATION:Webinar
ORGANIZER;CN="Learning Services":MAILTO:learn@masslibsystem.org
CATEGORIES:Vendor Webinar - ALA
CONTACT;CN="Learning Services":MAILTO:learn@masslibsystem.org
STATUS:CONFIRMED
UID:LibCal-15121191
URL:https://calendar.masslibsystem.org/event/15121191
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