Connecting information professionals across upstate New York.

Categorized | Professional Development

NY3R webinar – Customer Skills for Library Staff

Dates: July 8, 2013 & July 15, 2013 (This course consists of two sessions.)
Time: 11:30 am – 1:30 pm
Location: Online
NY3Rs Member Price: $30 (NY3Rs Members receive more than an 85% discount off the Amigos price)
All SCRLC members are NY3Rs members

To Register:

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

Instructor: Arta Kabashi provides training, support and consulting services for Amigos member libraries in the areas of Reference, Virtual Reference, Reference Technologies, Social Networks and Customer Service Skills. Prior to joining Amigos, Arta worked at the University of North Texas, and Texas Tech University. She holds Bachelor of Arts in History from Harding University, Master of Arts in History from Texas Tech University, Master of Science in Library Science and currently pursuing a Ph.D. in information Science

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