Customer Service Training for Frontline Staff

After you attend this course, you’ll be able to:

• Initiate connections and conversations with patrons.
  
  
• Understand the key role of customer service in libraries and how to improve your customer service excellence.
  
  
• Respond to common issues with kindness, empathy, and confidence.
  
  
• Grow your emotional intelligence skills to increase work relationships.
  
  
• Use nonviolent communication to diffuse difficult patron interactions.
  
  
• Conduct yourself professionally over phone and email.
  
  
• Maintain your personal boundaries without sacrificing excellent customer service.
  
  

Program to be announced soon!

This will be a half-day online course and will include:

• Live Sessions: Guest speaker presentations by leaders in their field. (All sessions are recorded for on demand access for six months after the course ends.)
  
  
• Facilitated discussions: Audience participation in Q&A and discussion with guest speakers.
  
  
• Early access on-demand resources: Access to a series of past live session archives from Library Journal and School Library Journal courses to explore at your own pace.
  
  
• Online Classroom: The virtual learning platform that holds all course content and is accessible for six months after the course ends.

Expected time commitment

If you attend or watch the recordings of all live sessions, you'll spend approximately 4 hours on this course. You'll earn 4 hours of PD credit and a Library Journal certificate of completion.

On-demand access

All live guest speaker sessions are recorded and available on-demand for six months following the initial broadcast as a part of your purchase.

Certificate of completion

Complete the course and earn 4 professional development credit hours. We provide a certificate that is emailed to you.

Accessibility

All guest speaker sessions feature auto captioning and are made available on demand after the initial broadcast. Please email course-support@libraryjournal.com upon registration if you require any special accommodations and we will make our best efforts to facilitate them.

Support

For support with online courses, please contact course-support@libraryjournal.com.

Speakers to be announced soon!

Discounted rates are available for a limited time only. Secure your tickets now to lock in the best price.

Group Rates

We offer discounts for groups of 3 or more.

For larger groups of 15 or more, we offer the option to apply group rates across multiple courses to receive significant discounts. For more information, select “Bulk Course Credits Packages” in the form below.

Request Discounted Group Pricing

For support with group purchases, please contact groupsales@libraryjournal.com.