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BEGIN:VEVENT
DTSTART:20240501T140000Z
DTEND:20240501T160000Z
DTSTAMP:20240501T000000Z
SUMMARY:Once More with Feeling: Empathy in Customer Service
DESCRIPTION: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.\n\n\n\nAs a result of this workshop\, 
 participants will be able to:\n\n\n\n1. Discuss the importance of empathy 
 at work and how it intersects with customer service.\n\n2. Identify your 
 own emotional intelligence within the three stages of empathy 
 development.\n\n3. Improve customer service interactions through applying 
 empathy techniques.\n\n\nHow will I be participating?\n\nDuring this live 
 virtual workshop\, expect frequent\, active participation for maximum 
 impact!\n\nCollaborate with peers through the use of breakout rooms and 
 other digital tools. Microphones and cameras are essential for full 
 participation. Please note\, sessions will not be 
 recorded.\n\n\nLocation\n\nThis workshop will be held virtually via Zoom. 
 \n\nA reminder email with the login link will be sent to all registrants 24 
 hours before the start of the program.\n\n\n	If you did not receive the 
 reminder email\, please check your spam folder as it may be filtered 
 there.\n	If you do not find the email\, please contact 
 info@masslibsystem.org.\n
LOCATION:Virtual Workshop
ORGANIZER;CN="Terry McQuown":MAILTO:terry@masslibsystem.org
CATEGORIES: Academic Libraries,  Community,  Leadership & Management,  User Services
CONTACT;CN="Terry McQuown":MAILTO:terry@masslibsystem.org
STATUS:CONFIRMED
UID:LibCal-11998587
URL:https://calendar.masslibsystem.org/event/11998587
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