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MCPL Staff Only - Customer Service - GERMANTOWN In-Person

This training is for Montgomery County Public Libraries staff only and covers the 3 Pillars of Excellent Customer Service. 

LOCATION: GERMANTOWN LIBRARY

By the end of this training, staff will be able to:

  1. Define empowerment, including what 'rules' staff can flex

  2. Provide examples that are within any staff members power to fix

  3. Describe MCPL’s Red line items

  4. Demonstrate active listening skills

  5. Identify ways to make customers feel welcomed

  6. Recognize when to resolve the situation & de-escalation

  7.  Evaluate when to call for management 

Date:
Wednesday, April 9, 2025
Time:
2:00pm - 4:00pm
Time Zone:
Eastern Time - US & Canada (change)
Sponsor:
Outside LBPD/MSLA
Audience:
  Library Staff - Restricted Registration  
Categories:
  Core Library Skills  
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