Providing Great Library Service With Skill and Empathy

This 90-minute webinar session with Steve provides realistic and practical tools to help all library employees with patron-contact jobs to better deal with entitled, difficult or even angry people, over the counter or over the phone. Steve uses his background in HR, security, and law enforcement to teach this program in a fast, entertaining, and even humorous way. Steve is the author of the ALA 2015 book Library Security and Service! Service! Service!, which is all about how to deliver excellent service to a variety of customers, in many contact settings.

Presenter: Dr. Steve Albrecht, PHR, CPP, BCC, CTM