Resource Sharing Committee Webinar: "Responding to Patron Frustrations in a Resource Sharing Environment"

Responding To Patron Frustrations in a Resource Sharing Environment

Presented by Susie Duncan
Central Access Services- Library Operations Associate
at the University of Illinois at Urbana-Champaign

Customer service jobs tend to be stressful; in a resource sharing environment the stress increases right along with the number of stakeholders.  You may find yourself on a diplomatic mission when all you set out to do was solve a straightforward problem.

In this 90-minute webinar we will discuss:

• Thinking like a patron
• Shifting the focus from winning to “leveling up”
• Techniques to improve the effectiveness of email and phone transactions
• Strategies for handling difficult interactions
• Stress reduction

Please join us!

To register, please click on the "Register" tab above.

Registrants will receive an email with the webinar connection information on Monday, December 15th.
If you are unable to attend, please note that this webinar will also be recorded and posted to the CARLI website.

If you have any questions about this program, please contact the CARLI Office