91´«Ã½

CHICAGO—91´«Ã½ Publishing eLearning Solutions announces a new session of our popular workshop, with Laurie Brown. This workshop will last 90 minutes and take place Wednesday, August 23, 2017 at 2:30pm Eastern/1:30 Central/12:30 Mountain/11:30am Pacific.

How to Deliver Great Library Customer Service Workshop

A 90-minute workshop, Wednesday, August 23, 2017, 2:30pm Eastern/1:30 Central/12:30 Mountain/11:30am Pacific



Drawing on 20 years’ experience as a trainer and coach, Laurie Brown will show you how to create a welcoming, friendly experience for patrons, students, and other library users. Satisfied customers mean good vibes, and happy library users are part of a strong library. In addition to learning how to fulfill the expectations of the people who use your library, you will also get pointers on listening and communications skills to help your conversations with angry, chatty, or overly demanding patrons as gracefully as possible.



Topics include:

• The top 3 customer service qualities for your library and how to achieve them
• Defusing conflict with challenging patrons
• Ensuring that staff makes positive customer experience a priority
• How to question library users effectively

About the Instructor

Known as an engaging and fun presenter, Laurie Brown has more than 20 years’ experience as a trainer, coach and speaker. In addition to customer service, she speaks on developing effective communication skills. She was a facilitator in the Public Library Association’s Turning the Page 2.0 advocacy training. Brown has worked with culturally diverse audiences at all organizational levels, and her clients have included Fortune 500 companies, government agencies and small family-owned businesses.

Registration for this 91´«Ã½ Publishing eLearning Solutions Workshop is available on the . You can purchase registration at both and rates.

91´«Ã½ Publishing eLearning Solutions Workshops offer a convenient, hands-on learning experience that will help you and your colleagues make the best decisions for your library. This workshop is licensed for use by staff or users of the purchasing institution or library organization.

91´«Ã½ Publishing eLearning Solutions (ELS) produces high-quality professional development events and materials for the library profession. ELS events cover modern issues on a wide variety of topics in formats that include live workshops, asynchronous eCourses, and print publications. We help ensure that today’s library employees have access to the professional development opportunities they need, whether they are brushing up on the basics or expanding their horizons with cutting-edge tools. Contact us at elsmarketing@ala.org.

purchases fund advocacy, awareness, and accreditation programs for library professionals worldwide.

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