Strong customer service skills support successful interactions in every area of library work - whether helping patrons in person, communicating by phone or online, or collaborating with colleagues. This half‑day, hands‑on workshop reviews the core principles of customer service and examines common barriers to effective communication. Through engaging activities and scenario‑based practice, participants will explore practical strategies for navigating challenging situations, responding to disruptive behaviors, and recognizing when an interaction requires escalation due to violations of the library’s code of conduct. The workshop also introduces safety‑focused procedures and protocols to support staff during elevated incidents.
Location: Austin Public Library, Austin Central Library (710 W Cesar Chavez St, Austin, TX 78701)
Scheduled Dates
|
April 29, 2026, 1:00pm -
4:00pm CDT
Registration closes
.
|
Register |
- Apply foundational customer service principles across different communication channels and settings.
- Recognize common communication barriers and use techniques to reduce misunderstandings.
- Practice de‑escalation and problem‑solving strategies through hands‑on scenarios.
- Identify when patron behavior falls outside the library’s code of conduct.
- Follow appropriate safety procedures and escalation protocols during elevated or unsafe situations.
- Maintain a professional and empathetic approach while supporting personal and team safety.
Instructor(s)
Christina Pryor is the Continuing Education Services Manager at Amigos. She has over 15 years of experience spanning across academic, health sciences, public, and specialized libraries. Most recently she served as the Associate University Librarian for the Specialized Libraries and the Director of the Health Sciences Library at the University of Missouri University Libraries. Her professional interests encompass library management and administration especially in the areas of personnel recruitment and retention as well as strategic planning. In her personal life, Chris enjoys spending time with her family, running, spending time outdoors, and playing the piano.
Kyla Hunt is the Library Services Trainer and Missouri Libraries 2 Go (MOLIB2GO) Coordinator at Amigos Library Services. Her career has featured experiences in a variety of government, nonprofit, and library institutions, including the Cedar Park Public Library, the Texas State Library and Archives Commission, and TechSoup Global. She is interested in all aspects of the library field, having worked in youth services, reference librarianship, technical services, and library instruction. Her book, Library Programs and Services for New Adults, was published in 2017. Outside of libraries, Kyla likes to crochet, spend time with her family and cats, and bake pumpkin cake.