Event box

MCPL Staff Only - Customer Service - TWINBROOK In-Person

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

LOCATION: TWINBROOK 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, May 14, 2025
Time:
4:00pm - 6:00pm
Time Zone:
Eastern Time - US & Canada (change)
Sponsor:
Outside LBPD/MSLA
Audience:
  Library Staff - Restricted Registration  
Categories:
  Core Library Skills  

Registration is required. There are no seats available but a waiting list is available.

Browse/Search for more events

Event Organizer

No Profile image
mdstaffdev mdstaffdev

More events like this...