An Empathetic Approach to Customer Service Training 8 25 2021
Автор: Indiana State Library
Загружено: 2021-12-21
Просмотров: 3116
This presentation addresses customer service training by growing and nurturing empathy and empowering staff to navigate the gray areas in our policies. Using storytelling and group interaction, we will look at special and challenging situations such as code of conduct violations and difficult patrons. Discover how understanding our own implicit biases and not assuming the worst of our patrons can help you offer consistent customer service to everyone we serve.
Presenter: Molly LaBadie, Deputy Director, Delaware County District Library
This webinar is eligible for Library Education Units for Indiana Librarians. The following policy applies: Any time a staff member views an online event (or a library purchases a site license for an online event) by any of the Training Providers Approved by ISL for LEUs, the library’s designee in an administrative or Human Resources role shall create and award LEU certificates in-house.
This webinar is eligible for 1 LEU.
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