Category Archives: Customer Service

Library Customer Service

In this self-directed course, learners will gain a beginning-level understanding of customer customerserviceservice in the library setting. This training addresses competencies within the Communication, Customer Service, and Ethics & Values sections of the Competency Index for the Library Field.  Modules:

Emotional Intelligence: Raise the Bar on Service

Presenter: Lauren Burnett

Emotional intelligence in service is the ability to balance task plus relationship and thus increase the value of the customer service experience. This session explores key points of connection, the value of making Customer-Smart SM decisions and embracing authority as well as the accountability and empathetic design in raising the customer experience.

Marketing your Projects

Dana Braccia has over 25 years experience in marketing and operational management in the private and public sectors working in the U.S. and Micronesia. Her teaching is focused on the fundamentals of library marketing including brand and product development, community engagement and evaluation, and incorporating social media into the overall marketing strategy.

Audience: iLead USA participants, all library staff

Instructor: Dana Braccia, Central Regional Manager at Library Systems and Services, Scottsdale AZ

Sponsors: Utah State Library; iLead USA Utah

Series: iLead USA