Customer Skills for Library Staff - Techniques that Yield Results

Course Description
Course Type: 

Information seekers interact daily with library staff to meet their information needs. Do you have the necessary customer skills it takes to engage in successful interactions with your patrons? This course helps reference staff identify necessary skill sets needed for any reference interaction whether it is face to face, virtual or on the telephone. Additionally, you will learn how to recognize common barriers to productive reference interactions, develop techniques to overcome them and discover how to display exemplar service to anyone visiting your library, face-to face or virtually.

Learning Objectives: 
  • Identify the skills utilized in providing service to your patrons
  • Recognize how to demonstrate customer service skills to your patrons
  • Define barriers to patron interactions with librarians and staff
  • Employ examples to reinforce soft customer skills
  • Distinguish between elementary service and value added service for your patrons
Target Audience: 
Public service staff in academic and public libraries as well as beginning librarians
Homework Expectations and Completion Requirements: 
  • This course requires individual participation and completion of in class group assignments.
  • It is designed for individual participation; each individual must register.
Session Duration: 
This course consists of two 2-hour sessions.
Continuing Education Credit
Contact Hours: 
Amigos Member Early Bird Fee: 
Amigos Member Fee: 
Non-member Early Bird Fee: 
Non-member Fee: 
Scheduled Dates