Customer Service at the Library

This customer service webinar is recommended for any staff member who interacts with customers (patrons) on a regular basis. It deals specifically with attitudes and actions for cultivating customer loyalty with both internal and external customers at the library, and offers a number of specific tools to help make the patron interaction a meaningful and memorable experience.

Learning Objectives:

Build awareness of customer needs and wants, and the criteria by which they evaluate service performance at the library.
Offer tools for improving effectiveness with library customers and building customer loyalty.
Provide tips for enhancing personal communication via telephone and email.
Reinforce the value of libraries and how positive patron interactions help promote library advocacy.

Steve founded Think & Do in 1989 after a 25 year career as an educator, trainer and business consultant. He has worked with a wide variety of clients from international organizations like Hewlett-Packard, Johnson & Johnson and the Marriott Corporation to municipalities and libraries nationwide. Steve’s passion is to help organizations cultivate customer relationships by offering products and services that promote, reinforce and enrich a customer-centered culture.

Staff from Florida libraries may register for this workshop at no charge. Priority will be given to SEFLIN members. Non-members will be placed on a waiting list and added as space permits after the registration deadline.

Please register on the SWFLN CE Calendar at

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