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Customer Service Training WORKSHOPS

Library Connections Libraries and Autism: We're Connected
This award-winning project, developed in 2008, produced a customer service training video and website primarily for library staff to help them serve individuals with Autism Spectrum Disorder (ASD) and their families more effectively. The need for a more in-depth workshop that gives library staff awareness and accessible tools and strategies to build on the materials in the video and on the website quickly became clear, and even more compelling over the years as the rate of autism continues to rise.

The extended on-site session focuses on what you need to know about autism, and will deliver specific techniques to offer more inclusive service to this growing and underserved population. It stresses communication, customer service, using individuals on the ASD spectrum and with other developmental disabilities as staff and volunteers in the library, explores specific programming strategies that work, the importance of one's own perceptions and attitudes, connecting with local experts and of empowering staff to be willing to "do something". We explore real world implementation of best practices and universal service for people with ASD and their families. An additional benefit was the realization that the basic customer services skills and techniques provided can serve as universal models for best-practices library service to all members of the public.

The 2.5 to 3 hour half-day workshop Workshop covers:
* Background on the project.
* An overview of ASD (Autism Spectrum Disorder).
* Issues with providing effective customer service to those on the spectrum and their families as well as to the general public.
* Discussion of how we made the film and a viewing of it.
* Ideas & discussion on how to make maximum use of the resources we provide on our website.
* Outgrowths of the project, which include implementing the strategies and tips we've presented, changes in staff attitudes and related projects.
* Implementation of effective library-based programming for the autism community.
* Our style is largely informal and the sessions always provide for plenty of interaction and Q&A

Library Connections Say YES to Great Customer Service!
How can a library and its entire staff create a climate where everyone embraces positive, inclusive customer service? Join us as we explore how to turn "no's" into "yes's", and help your library create the same brand devotion smart companies such as Disney, Apple and Nordstrom do through their commitment to excellence when dealing with their customers. Learn some phrases and techniques to use with those "problem patrons" and when to apply the rules as well as when to break them.

Library Connections Serving Teens and Transitional Adults on Spectrum
Under Development

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Library Consulting Services

Library Connections Focus Groups Facilitation

Library Connections Strategic Planning

Library Connections Building and Facilities Assessment

Library Connections Space Needs Planning

Library Connections Director Searches

and more.

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Library Connections Check Your Ego at the Door: Success through Collaboration
This co-authored article, that forms the basis of this workshop, defines our commitment to the advantages of a shared services approach to library adminstration between neighboring libraries and, as importantly, within a library's staff and departmental structure. This shorter version of the article, Let Libraries Lead the Way, was featured in the publication, New Jersey Municipalities.

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To see where we'll be presenting, where we've been and when we're available to come and work for you check our Calendar

For details and information on how to schedule a in-depth training workshop for your own library or group or to inquire about any of our other consulting services, please contact us at: DanandMeg@libraryconnections.net


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