Customer Care in public libraries

A CILIP Training Session for Staff Working in Public Libraries

Online, Half-Day Course

26 April 2022 10am-1pm

Providing an excellent service to customers is a key requirement for staff in libraries. This session will work through the principles of customer care and provide practical information and skills in dealing with customers and their enquiries.

It is designed for all staff working in public libraries seeking to develop or improve their customer care skills.

It is available for CILIP members and non-members who work in public libraries to attend for a fee. It is likely that most delegates will be staff from public libraries run by GLL.

Learning Objectives:

• Understand what good customer care looks like and how to approach it 
• Understand the implications of good customer care of lone/remote working/single staffing  
• Manage the library environment to enhance user experience  
• Feel confident to approach difficult issues professionally and courteously with users and when/how to escalate 
• Know how to interact with users professionally in both written and verbal communication (including assertiveness) 

Trainer: Anthony Hopkins, Head of Library, Heritage & Adult Education Service, Merton Council 

Professional Knowledge and Skills Base (PKSB)