NY3Rs Presents: Webinar: Customer Skills for Library Staff

Speaker Arta Kabashi
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 a Bachelor of Arts degree ...

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 a Bachelor of Arts degree in History from Harding University, a Master of Arts degree in History from Texas Tech University, a Master of Science in Library Science degree, and is currently pursuing a Ph.D. in Information Science.

Full Description

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 over 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.

This course consists of two 2-hour sessions:
July 8th & 15th, 2013 from 11:30 AM to 1:30 PM EST.

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.

Registration is open to all METRO & other NY3Rs Members at an 85% reduced rate of $30. Sign up here.

When?

Mon, Jul. 8, 2013
11:30 a.m. - 1:30 p.m. US/Eastern

Where?

Online