The Essentials: Customer Service

Description

Customer service expectations across industries are changing rapidly – and that trickles into libraries at the very same moment many are contending with reduced staffing and funding levels. But good service equates to more than just smooth transactions and satisfied customers. It helps build support and advances the relationship between the library and the community it serves. This comprehensive overview will review customer expectations and how they are changing; provide the essential skills for managing the customer interaction in-person, over the phone, and online; leverage front-line staff to inform user experience and improvement; and make the connection between good service and lasting support and advocacy.

Learning Objectives

Understand the relationship between customer expectations and customer satisfaction
Implement customer service best practices adaptable to different service environments
Examine the connection between customer service experience and advocacy across the community or campus

Contact Hours: 2

Location: Online (Technical Requirements)

Registration Closes: August 25, 2025, 8:00 AM (Central)

If you require accessibility accommodations, please contact us at least two weeks prior with information on how we can help.

Instructor

Christina Pryor CES Manager

Christina Pryor is the Continuing Education Services Manager at Amigos. She has over 15 years of experience spanning across academic, health sciences, public, and specialized libraries. Most recently she served as the Associate University Librarian for the Specialized Libraries and the Director of the Health Sciences Library at the University of Missouri University Libraries. Her professional interests encompass library management and administration especially in the areas of personnel recruitment and retention as well as strategic planning. In her personal life, Chris enjoys spending time with her family, running, spending time outdoors, and playing the piano.

Event Fees

Fee Level

Amigos Member (Live Class & Recording) ($0.00)
Available only if you are a member of Amigos Library Services.
Amigos Member (Recording Only) ($0.00)
Available only if you are a member of Amigos Library Services.
Receive access to the recording after the live class has completed.
Non-member Fee ($180.00)
Choose if you are not a member of Amigos Library Services.

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