Session Description:

Session 1: Wellness in Customer Service (November 14)

This session will address the emotional impact of customer service and how to self-regulate during difficult situations as well as how to recognize and prevent burnout.

Session 2: Complex Customer Service (November 21)

Following the idea of maintaining wellness and mindfulness as part of customer service delivery, this session will focus on difficult circumstances and scenarios with practical approaches to conflict management. This includes basic de-escalation strategies from a trauma-informed perspective.

Session 3: Customer Service Excellence (December 5)

Following the principles of Markham Public Library’s “Customer Service Revolution,” this session will focus on the effective customer service behaviours that encompass transformational customer service.

Learning Outcomes:

1. Participants will be aware of risks associated with emotional labour and care fatigue that can accompany customer service.
2. Participants will understand strategies to self-regulate during customer service interactions.
3. Participants will be able to demonstrate strategies for de-escalation and managing conflict.
4. Participants will be aware of how unconscious bias can impact complex service situations.
5. Participants will be able to articulate key concepts of transformational customer service and why they are valuable to library work.

Hosted by Melanie Cunha, Training Librarian at Markham Public Library