As librarians and library managers, fostering a customer-focused environment is crucial to delivering exceptional service and enhancing patron satisfaction. This training offers tools to lead by example and instill a culture of customer-centric service across all levels of staff. Attendees will explore leadership strategies, communication techniques, and managerial best practices to ensure that customer service excellence becomes a core part of their library’s operations. By empowering their teams, managers can create a lasting impact on the patron experience.
Learning Outcomes
By the end of this class, students will be able to:
- Develop strategies to cultivate a customer-first culture within your library
- Implement systems that support exceptional customer service
- Explore techniques for empowering staff to consistently deliver outstanding service
- Strengthen the connection between managerial leadership and front-line service quality for a seamless patron experience
- Discuss a case study library that implemented a customer-focused approach to service.
Instructor
Tiffany Duck is a consultant and owner of LitDext LLC, a literacy and information services company. She has thirteen years of experience as a public library manager in various types of library systems. As an Executive Team member, she built long-lasting relationships with community ambassadors and partners, and helped to develop spaces that reflected community needs. She facilitated many innovative and diverse initiatives that expanded the libraries’ reach into the community. Tiffany is an adjunct instructor in the Library and Information Science programs at UNCG and the University of Alabama.
Intended Audience
- State library and/or archives agency
- Public library
- Academic library: 4 year and graduate
- Special Library
- Academic library: 2 year
- Government library
- Archives
Lyrasis Learning events are delivered using the Zoom videoconferencing platform and will have AI-generated captions available. American Sign Language (ASL) interpretation is available upon request. If you need ASL or other accommodations to support your participation in the course, please contact us at es@lyrasis.org at least 2 weeks in advance of the event or as soon as possible.