Handling New and Awkward Customer Behaviors

To register for this webinar please follow this link:https://zoom.us/webinar/register/8317227107439/WN_8hccpxwGRPqvxDWpE2Limg. Sessions are free and available only to members of the Michigan library community. Registrants will receive instructions and a link to attend the session directly from PCI after they register.

The Handling New and Awkward Patron Behaviors program promises to be interactive, thought provoking and engaging and includes a handout that attendees can use a job aid for when they are on-the-job with their users.

As a result of this program, attendees will:

• Learn phrases to set boundaries with their customers.
• Learn phrases to redirect unwanted questions and phrases.
• Discuss and resolve eight difficult and awkward real-life customer situations.
• Review best practices for keeping a safe library environment for everyone.

Instructor: Andrew has been developing and conducting training programs for library organizations for more than twenty years. He has presented Web-based, On-line, and Face-to-Face programs on Customer Service and Communication Skills for libraries in the U.S. and numerous countries around the world.

Andrew’s programs are filled with proven techniques that attendees can immediately apply with their difficult and challenging customer behaviors. He is the past president of the Haywood County Library Board of Trustees in Western North Carolina.

PCI Webinars are recorded and available to members of the Michigan library community in the Library of Michigan's Niche Staff Skills Academy about a week after they air. New webinars will be in the New category for several weeks. You do not need to register for a webinar in order to view it later in the Staff Skills Academy.

This project was made possible in part by the Institute of Museum and Library Services and the Library of Michigan.