This program is ideally suited for librarians and library staff.
Frequently Asked Questions About Library Customer Service Training
Why is customer service training important for libraries?
In today's competitive information environment, libraries must deliver outstanding customer value to remain relevant alongside search engines, databases, and other digital resources. When library staff provide warm, knowledgeable, and responsive service, patrons become champions for the library—attending board meetings, voting for levies, and spreading positive word-of-mouth in the community.
Customer service training equips your staff with practical skills to handle the complex situations they face daily: working with diverse populations, managing challenging behaviors, answering technology questions, and creating welcoming spaces for all community members. Well-trained staff don't just answer questions—they build relationships, foster trust, and transform casual visitors into lifelong library supporters. In an era of budget constraints and competing priorities, excellent customer service isn't optional—it's essential for your library's survival and growth.
How long is the library customer service training? Training sessions are customized to fit your library's schedule and needs. Programs typically range from half-day (3-4 hours) to full-day (6-7 hours) workshops. We can also design multi-session programs for deeper learning and skill development.
Can the training be delivered virtually? Yes! Training is available both in-person and virtually via Zoom and Mural. Virtual sessions are highly interactive and engaging, with breakout rooms for practice and discussion among library staff.
What size library staff groups do you work with? The training works well for groups of 10-25 participants, though we can accommodate smaller teams or larger staff gatherings. The ideal size depends on your learning objectives and desired level of interaction.
Is this training only for public libraries? No. While many clients are public libraries, the training is designed for all types of libraries including academic libraries, school libraries, and special libraries. Content is customized to address your specific library environment and patron needs.
What topics are covered in the workshop? Topics include building rapport with patrons, handling difficult situations, phone and front desk etiquette, creating positive first impressions, working with diverse populations including teenagers, and strategies for going above and beyond. We'll customize the content based on your library's specific challenges and goals.
Do you offer follow-up coaching after the initial training? Yes! Follow-up coaching sessions can be arranged to reinforce skills, address new challenges, and ensure lasting behavior change among your library staff.
How much does library customer service training cost? Investment varies based on program length, format (in-person vs. virtual), group size, and customization needs. Contact Laurie at (248) 761-7510 for a personalized quote and to discuss your library's specific requirements.
Will staff receive materials or resources? Yes. Participants receive training materials, practical tools, and resources they can reference and apply immediately in their daily interactions with library patrons.
How soon can we schedule training? Scheduling depends on current availability and your preferred dates. It's recommended to contact us at least 4-6 weeks in advance, though we can sometimes accommodate shorter timeframes.
What makes your library training different from other customer service programs? This training is specifically designed for the unique challenges library staff face—from serving diverse populations and managing limited resources to handling technology questions and dealing with complex social issues. The program combines customer service excellence with practical library advocacy strategies.
We will customize this program or coaching session to address your wants and needs.
