PCI Webinar with Kathy Pape
Customer Service for Challenged Libraries
Being everything for everybody is what our patrons expect of our circulation staff. Diverse needs, high expectations, and increased library services have pushed even the most patient staff members to the edge.
Having an understanding of your community’s pressures can help ease tense situations and having the right tools and the correct attitude in place enables library staff to withstand even the most challenging situations.
Easier said than done right?
This customer service webinar will address some shared concerns that all libraries have to these changing times and offer new strategies for handling situations.
• Identify patron needs and understand behavior motivators
• Re-energize and empower circulation staff
• Build a service-oriented library environment
Kathy Pape ~ Biography
Kathy has worked for ten years in Ohio libraries and is currently the Executive Director of the Conneaut Public Library in Conneaut, Ohio. Kathy also works as a producer, writer, actor, and director for one of Ohio’s cable access channels that provides programming to households in Ohio and Western Pennsylvania.