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Virtual Training: Remote Customer Service
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7/15/2020
When: Wednesday, July 15, 2020
10:00 AM
Where: United States
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Successful remote customer service with library patrons

Join us for an hour reviewing the critical steps and skills needed to effectively interact with patrons remotely.  We'll discuss opening and closing calls, actively listening skills, the importance of tone and empathy as well as other strategies to ensure a continued high quality experience for patrons in a transitioning library environment.

 

About the trainer: Charlotte Shoulders has her MSW from Indiana University and has been a practicing social worker for 20 years. Charlotte previously served as Manager of Training and Education for Connect2Help, the 24/7 helpline that answered 211 and National Suicide Prevention Lifeline. Charlotte is an expert in training on topics such as active listening, engaging and assisting clients, developing empathy, crisis caller management, understanding the social service landscape of Indiana, and much more. 

 

This is a member-only access event, including staff of Public Library Institutional members. If you personally do not have a login, but serve on staff at a public library institution, contact Megan Zanto for access

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