Workshops and Professional Development

Customer Service Workshops for Libraries


WLA-WLS-METRO jointly sponsored 
Dates: November 18, 9:30 am – 1:00 pm (for front-line employees) – and – 
November 29, 9:30 – 1:00 pm (for supervisors) 
Location: Westchester Library System, 540 White Plains Road, Suite 200, Tarrytown, NY
Fee: Free to respective constituents
Registration: (November 18); (November 29)
The Westchester Library Association is pleased to announce an upcoming customer service workshop series in collaboration with Westchester Library System and METRO. In two interactive sessions this November at the Westchester Library System office, instructor and independent consultant Andrée Lockwood will advise participants on how to achieve top-quality customer service in their own libraries.

Workshop I (November 18): “Raising the Bar on Customer Service for Libraries” 
In today’s libraries, effective staff/customer interactions have become a key piece in maintaining and building the library’s role in the community, as well as in reducing staff turnover.  In this lively, active workshop, participants will review fundamental principles of customer service and identify practical ways to deliver excellent service back on the job.  Through case studies, role plays, and small-group discussion about specific customer service challenges, participants will:
–       Identify customer service principles and how those relate in their workplace
–       Examine real-life customer service situations, and explore behaviors, attitude, “do’s” and “don’ts”
–       Explore “internal” as well as “external” customer service
–       Learn and practice specific tools and strategies for interactions with the “challenging customer”
–       Pinpoint ways to respond to the most common customer concerns
The workshop includes customized exercises, and a participant review booklet.

Workshop II (November 29): “Managing Customer Service for Libraries”
How can supervisors reinforce and reward good customer service in their branch or locations?  In this practical, interactive workshop, we examine the supervisor’s role, including modeling, motivating and rewarding good customer service to ensure customer satisfaction.  Participants will identify their top 5 customer service issues and craft an action plan to empower employees to effectively problem-solve and respond to customer concerns.  Participants will:
–       Learn 3 strategies to empower employees to solve customer complaints
–       Create performance standards for customer service at their workplace
–       Identify creative ways to raise the bar in customer service
–       Craft an action plan to get employee “buy-in” on good customer service
The workshop includes customized exercises, and a participant review booklet.