Creating a positive customer experience

Creating a positive customer experience
A CILIP Training Session for Staff Working in Public Libraries

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.

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.

Learning Objectives:

1. Awareness of different customer needs and how to get a good outcome with these

2. Knowledge of how to begin a good customer encounter with a range of different people and situations

3. Confidence in creating an environment that will lead to the best customer outcomes

Trainer

Ash Charlton

Ash Charlton has delivered very successful and enjoyable courses on a variety of topics for over 20 years. He has also acted as an equalities consultant with many academic, public and national libraries as well as charities, international NGOs and the UN. The Sunday Times described his style as 'participatory, fun and respectful'.

ACE Training

Professional Knowledge and Skills Base (PKSB)

10.1 Customer service skills

11.8 Reflective practice

11.9 Team Work

13.6 Communication skills

Venue: Online using Zoom:

Delegates will be sent details of the Zoom link as part of their joining instructions.

More online training sessions for public library staff will be coming in 2025, so keep an eye out!

A CILIP Training event, provided for library staff working for GLL

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Creating a positive customer experience A CILIP Training Session for Staff Working in Public Libraries