Taking Care of Your Internal and External Customers: An Inclusive Approach to Customer Service

August 16, 2017 all-day
Crowne Plaza Columbus North
6500 Doubletree Ave
Columbus, OH 43229

Sponsored by the Customer Service and Support Staff Division

Register @ my OLC | Deadline to register 08/9/17.

Member*:  $75 | Non-Member: $150

*Individual members or staff of OLC Institutional member libraries.

Enrollment is limited to 120 attendees.

Primary Ohio Public Library Core Competencies addressed: Customer Service, Communication, Patron Awareness, Ethics, and Teamwork.

Intended Audience: All library staff members interested in customer service.

Continuing Education Credits: For those working toward their Ohio Public Librarian or Ohio Public Library Staff re-certification, this workshop counts as six (6) contact hours.

What’s Included: All handouts as provided by the presenters, morning coffee and tea, and box lunches will be provided.

Accommodations: Please call the Crowne Plaza at 614-885-1885 to make your reservation. For a list of other hotels in the area, please contact olc@olc.org or 614-410-8092.

Workshop Overview:
Exceptional customer service experiences are important to all libraries. During this workshop, you’ll learn best practices and specific skills for providing outstanding customer service to both internal and external customers.


9:00–9:45 a.m. | Registration and Networking

Don’t miss this opportunity to get to know other customer service and support staff professionals from libraries around the state. 

9:45 a.m. | Welcome and Introductions

10:00–11:00 a.m.  | “Customer First”…Not Last

Charlie Hansen

Presenter: Charlie Hansen, Public Services Manager, Columbus Metropolitan Library     

In 2016, Columbus Metropolitan Library developed and implemented a “Customer First” approach to customer service. Staff across the system were trained on the new “Customer First” philosophy, focusing on gray area scenarios where the correct response to a customer’s request is not apparent.

Gain a better understanding of what goes into creating a consistent, customer-focused culture of service by utilizing the latest knowledge and expertise from the Customer Experience industry. You will learn how to easily incorporate “Customer First” values and behaviors at your library regardless of its size.


11:15 a.m.–12:15 p.m. | Teamwork and Internal Customer Service

Presenter: Miriam Matteson, PhD, Associate Professor, Kent State University-SLIS

Teams are a common organizational structure in public services units in libraries. But just calling a group of employees a “team” doesn’t mean that they will always function as a high performing, service-oriented team. Learn more about what it means to be a public service team and brainstorm characteristics of the ideal team situation. You will come away from this session with strategies on how to work toward that ideal by developing relationships with team members, clarifying roles and responsibilities, and developing interpersonal skills to be able to repair situations when needed.


12:15 – 1:00 p.m. | Lunch & Learn: Ask the Experts

While enjoying your box lunch, also enjoy the company of a diverse group of skilled customer service professionals. Each table will have a host to share their customer service knowledge. You’ll get a chance to discover success stories from around the state, while also sharing yours!

1:15 – 2:00 p.m. | Breakout Sessions

Social Media Etiquette and Customer Service

Presenter: Mandy Knapp, Digital Resources Manager, OPLIN (Ohio Public Library Information Network)

Navigating the world of social media can be tricky. Are there lines that shouldn’t be crossed? Should there be restrictions put on staff for what they can or can’t post? What if your co-worker is posting inflammatory comments? This session will discuss where the lines should be and ways to deal with various issues. In a hands-on exercise, participants will share resources and tips with one another.

Overdose Assistance and Your Patrons

Presenter: Nate Smith, Sergeant, Franklin County Sheriff’s Office

This presentation will be a brief overview on the HOPE Task Force (Franklin County Sheriff’s Office – Heroin Overdose Prevention and Education) dedicated to linking survivors of overdose with treatment, healthcare, and recovery services. The HOPE Task Force also investigates dealers who are responsible for fatal and non-fatal overdose events and prosecutes the individuals responsible to the fullest extent of the law. You will learn more about the legalities associated with responding to an overdose, how to recognize an overdose victim, steps you can take to assist the victim while waiting for EMS to arrive, and measures that can be taken to help prevent drug use on the library’s property.

2:15 – 3:15 p.m. | Understanding Unconscious Bias
Co-sponsored by OLC’s Diversity Awareness and Resources Committee

Presenter: Jeff Modzelewski, Engagement Manager, The Diversity Center of Northeast Ohio

Often we are aware of the ways in which we can most effectively serve and work with diverse individuals, but we aren’t always aware of the ways in which our unconscious biases interfere. During this session, you will explore the phenomena of unconscious bias and how libraries can minimize its effects on patron and colleague relations.

3:15 p.m. | Wrap-up and Closing Remarks

3:30 p.m. | Workshop Adjourns