Creating a Positive Customer Experience

A CILIP Training Session for Staff Working in Public Libraries

Online, Half-Day Course

10 December 2024 10am-1pm

This session will be looking at how to create the ideal environment for a really good customer experience in your library, in terms of surroundings and how people are treated. 

During this session, delegates will explore different customer needs, learn how to begin a good customer encounter with a range of different people and situations, and gain the confidence to create an environment leading to best customer outcomes.

Course Level

This course is suitable for staff at all levels. It is particularly suitable for less experienced or those new to libraries but will also act as a refresher for more experienced staff. 

10.00 - 10.10am	Welcome (10 min)
10.10 - 10.20am	Introductions: Tell us about your library (10 min)
10.30 - 10.40am	Ideas: worst/best environment - agree on best (10 min)
10.40 - 11.05am	Presentation: surroundings and signs: what people see (25 min)
11.05 - 11.20am	Ideas: worst/best encounter - agree on best (15 min)
11.20 - 11.35am	Discussion: customer differences, neurodiversity, culture etc. what they might need. (15 min)
11.35 - 11.55am	Break. (20 min)
11.55am - 12.05pm	Presentation: delighting the customer (10 min)
12.05 - 12.15pm	Group Discussion - Breakout Room Activity: When we did this, What happened, Principles (10 min)
12.15 - 12.35pm	Case studies: how to get the best out of encounters (20 min)
12.35 - 12.50pm	Debrief case studies, extract principles (15 min)
12.50pm - 13.00	Chat about other situations (10 min)
13.00	Close