Customer Service in the Trenches

Customer Service in the Trenches

You are faced with customers/patrons in your library all day long. Some have quick questions. Others may want someone to talk with. And still others may have disabilities or problems that are difficult to solve. Both on the phone and in person, you're expected to provide excellent customer service while staying within your library's guidelines. In this interactive session, learn specific strategies to help you:

  • Learn how to give without giving it all away
  • Balance self-care with providing services to others
  • Negotiate effectively
  • Communicate clearly
  • Tailor your responses to different personality types

The instructor for this workshop is Jean Baur.

This is a free, in-person workshop taking place at Manchester Community College, Great Path, Manchester, CT 06040. The session wll be held in room A142 in the LRC Building on campus. 

  Jean Baur is a regular at our CLA conferences. She's spoken about how to stop burnout, career issues, and presentation skills. She draws on her experience as an author, career coach and speaker, and likes nothing better than helping professionals learn new skills that make a difference. She has a special place in her heart for libraries and librarians, as she speaks frequently at libraries across the state--most recently about her book, "Joy Unleashed:  The Story of Bella, the Unlikely Therapy Dog", and with her new therapy dog, Rudy. She's a member of the National Speakers Association.


Wednesday, June 5, 2019
1:00pm - 4:00pm
Jean Baur
Other location
DLD Workshop
Registration has closed.

To register for a DLD workshop or webinar, you must be a current staff member, Friend, or Board Member/Trustee of a library in CT. If you are an unemployed librarian in CT, please contact Gail Hurley ( or 860-704-2222) to register.

Cancellation Policy

If you cannot attend a workshop you have registered for, please remember to cancel at least 3 days in advance so we can give your spot to someone else. You can cancel via the link in your confirmation email, or by contacting Gail Hurley | (860) 704-2222.

Those who miss (without cancelling) 3 events within a 6-month period will be placed on the waiting list when registering for future events. Be sure to sign in when you arrive for any workshop.

Inclement Weather Policy

For all in-person workshops offered by the CT State Library, Division of Library Development:

If the public schools in the town where the workshop is to be held close due to weather, the workshop will be canceled. If the schools have a delay, the workshop will go on as scheduled.

For the most up-to-date information, call us at 860-704-2200.

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Continuing Education workshops and the professional development collection are funded in part by the Institute of Museum and Library Services under the provisions of the Library Services and Technology Act, administered by the Connecticut State Library.