What’s Up Wednesday: An Empathetic Approach to Customer Service Training

10:00 AM - 11:00 AM

Event Details

This presentation addresses customer service training by growing and nurturing empathy and empowering staff to navigate the gray areas in our policies. Using storytelling and group interaction, we will look at special and challenging situations such as code of conduct violations and difficult patrons. Discover how understanding our own implicit biases and not assuming the worst of our patrons can help you offer consistent customer service to everyone we serve.

Presenter: Molly LaBadie, Deputy Director, Delaware County District Library

Molly Meyers LaBadie has been in Libraries for almost 20 years. She was lucky to have four of those as a Library Trainer allowing her to train staff in customer service and spend time learning what really made a difference. Currently, as a Deputy Director, she finds that empathy for both staff and patrons is a powerful tool in offering exceptional customer service. 

Webinar date and time: Wednesday, August 25, 2021 / 10am - 11am Eastern

This webinar is eligible for 1 LEU which will be available to download at the end of the webinar.

Register at: https://us02web.zoom.us/webinar/register/WN_2ju37tbwSkKZ85qZbiOOyw 

The Indiana State Library will make all reasonable modifications to policies and programs to ensure that people with disabilities have an equal opportunity to enjoy all of its programs, services, and activities. If you require an auxiliary aid or service for effective communication, or a modification of policies or procedures to participate in this program, service or activity of the Indiana State Library, please contact Carmen Steadham, the Indiana State Library’s ADA Coordinator (csteadham@spd.in.gov or 317-232-2679). Notice of a needed accommodation should be provided as soon as possible to allow time for the State Library to arrange for the accommodation; however, notice of a needed accommodation must be provided to one of the above contacts no later than 48 hours in advance.

Event Type(s): ISL Webinar
Presenter: Molly LaBadie, Deputy Director, Delaware County District Library
Courtney Brown
(317) 910-5777