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. Using a variety of methods, in this engaging online session delegates will gain a greater understanding of how to deliver excellent customer care in public libraries, including practical advice that participants can use in their workplace.
It is designed for all staff working in public libraries seeking to develop or improve their customer care skills.
Learning Objectives:
- Develop a greater understanding of the role of public libraries in delivering excellent customer care.
- Gain a better understanding in delivering the vital components of excellent customer care including the appearance and presentation of the library, engaging with customers, handling enquiries and expected levels of service.
- Develop new techniques for continuous improvement of customer care in a library setting.
- Develop a greater understanding of customer expectations and how to address them.
Trainer: Anthony Hopkins
Head of Library, Heritage and Adult Education Service, London Borough of Merton
Anthony Hopkins has over 20 years of experience of working in public libraries and has been instrumental in leading significant change management programmes as the Head of Service for Merton libraries. Merton is known for having some of the highest usage levels of any London library service with 100% customer satisfaction as measured via the last customer survey.
Anthony is an experienced consultant and has undertaken major projects for other local authorities both in and out of London, including delivering customer care courses for a number of these. He has recently led a successful initiative to change the model of delivery for adult learning in Merton that has delivered improved outcomes for residents.
He is a former President of London Libraries and is currently a Trustee of Libraries Connected and is leading on an initiative to improve access to e-books for public libraries.
Professional Knowledge and Skills Base (PKSB)
This course supports the following area of the
PKSB:
10.1 Customer service skills
Venue: Online using Zoom
The course is hosted through our online video conference system. This software is optimal for audience participation and provides free, accessible and remote access.
Delegates will be sent details of the Zoom link as part of their joining instructions.
There are lots of other sessions in 2022 suitable for those working in public libraries, find out more
A CILIP Training event, provided for library staff working for GLL [and open to public library staff everywhere]
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