Leading the way with customer service training

Track

Leadership 

Level of Experience

 Advanced

Target Audience

General Librarianship

Session Description 

Our library system tackled customer service training for all library staff by creating our own. The training covered customer service techniques/tips and customer service etiquette for assisting both internal and external customers. This presentation will cover who, what, where, when, why, and how of the training we created. 

Presenters 

Devon Holland, Broward County Library
Devon Holland is a Community Library Manager in the Broward County Library System. She has more than 12 years of experience in public libraries in Florida, Arizona, and Maryland, working with all age groups and diverse communities. She received her MLIS from the University of Arizona and is a recent SSLLI graduate.

Katie Reusze, Broward County Library
Katie Reusze is a Community Library Manager Senior in the Broward County Library System. She has worked in the Broward County Library System for over 13 years. She has experience in both youth and adult library services. She graduated with her MLIS from FSU and her MPA from FGCU.

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