Delivering Effective Customer Service while Keeping Library Staff and Patrons Safe in the New Normal

Event Information
Event Type
Continuing Education - Webinar
Event Category
Customer Service

via Zoom

Event Files
Target Audience

Open to all LibraryLinkNJ member library staff! Registration is required and free of charge.


MentorNJ presents:

  • Part 1: Keeping ​Library ​Staff and Patrons Protected in ​a Pandemic
    • Tuesday, November 17, 2020, 2:00pm-3:30pm 
      - moderated by Lynnette Fucci, Monroe Township Library 
    • (to be repeated as a live session on) Tuesday, December 8, 2020, 2:00pm-3:30pm
      - moderated by Nadine Sergejeff, Newark Public Library 
  • Part 2: Library Customer Service in the New Normal
    • Thursday, November 19, 2020, 10:00am-11:30am
      - moderated by Lynnette Fucci, Monroe Township Library 
    • (to be repeated as a live session on) Thursday, December 10, 2020, 2:00pm-3:30pm
      - moderated by Nadine Sergejeff, Newark Public Library

Part 1: Keeping ​Library ​Staff and Patrons Protected in ​a Pandemic
In this 90-minute session, Steve will discuss what tools and skills we need to use as libraries continue to re-open their doors to provide skillful and dedicated service to patrons. He’ll provide tools to recognize and resolve conflicts with patrons, including the need for patience, empathy, and understanding other points of view without judgment. His learning points include these important topics:

  • What are the service challenges we face as we return from a Work From Home status to back to working in and around our library buildings?
  • What safety and security protocols do we need to follow, coming and going and while working in publicly-accessed buildings?
  • How can library leaders, managers, and supervisors monitor the work culture for conflict, communication, and morale issues?
  • How do we respectfully request that patrons and other library visitors (vendors, delivery, maintenance, janitorial providers) follow posted Covid-19 safety protocols?
  • How do we agree to disagree and have patience and empathy for our patrons or co-workers who have strong feelings about national issues that differ from ours?
  • How about a little personal and professional stress management?
  • What does the future hold for library employees and what new ways can we provide service to patrons?

Part 2: Library Customer Service in the New Normal
In this 90-minute webinar session, we’ll talk together as Steve asks and answers these questions on how to provide true service excellence:

  • What is our business?
  • What types of patrons do we serve?
  • How and why is good service all about creating good feelings?
  • What are your three Service Roles?
  • What are the three Service Roles of our library leaders, managers, and supervisors?
  • What should be our service motto at the library?
  • Getting back to our ABCs: Activities, Benefits, and Customers
  • What are Moments of Truth?
  • How can we use Service Blueprints to fix service problems?
  • Is the patron always right?
  • What are the Seven Sins of Service?
  • What are the Seven Graces of Service”?
  • How can we demonstrate active listening skills, using the LEAPS model?
  • How can you beat job burnout and look forward to doing your job?
  • What is the Code of Quality Service? 


About the Presenter: 

Dr. Steve Albrecht has taught library safety, service, and security workshops since 2000. His book, Library Security: Better Communications, Safer Facilites, was published by the ALA in 2015. Each month, he creates two blogs and two podcasts on library security issues for Library 2.0. Steve holds a doctoral degree in Business Administration, an MA in Security Management, a BS in Psychology, and a BA in English. He has written 23 books on business and security topics. He lives in Springfield, MO, with seven dogs, three cats, and three chickens.



This webinar series is brought to you by:

MentorNJ - Linking Library Staff Statewide,
a joint statewide service funded by the New Jersey State Library and LibraryLinkNJ
& co-sponsored by
LibraryLinkNJ, the New Jersey Library Cooperative,
New Jersey State Library,
NJLA Professional Development Committee, and
Leadership and Education Subcommittee


Zoom Resources:


Registration Information
  • Registration is free and required. 
  • Register online by using the links below. You can only register yourself.
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