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The North Carolina Library Association (NCLA) values everyone’s attendance at our events. We strive to provide a welcoming, safe, and supportive environment where participants may learn, network and share information with colleagues in an atmosphere of mutual respect. To that end, we request that attendees abide by the ALA Statement of Appropriate Conduct at our biennial conference and other association sponsored events. If you experience or witness something that you feel is in violation of this code of conduct, please contact Mike Crumpton at 919-271-6812 or Lorrie Russell at 336-307-0930. If you wish to report something anonymously, please use this form.

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Thursday, October 17 • 8:00am - 8:50am
Customer Service A La Carte

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All libraries serve diverse groups of customers with specific needs. Learn how Cumberland County Public Library is incorporating supplemental on-demand training modules to enhance our customer service model, and to allow staff to prioritize the trainings that they need most. CCPL staff will discuss how expanding customer service trainings to include brief, specific on-demand mini-sessions allows library employees to quickly acquire the basic skills and information they need for successful customer interactions with various groups. Targeted trainings can help staff to meet the unique challenges of serving teens, parents and small children, customers who are experiencing homelessness, members of the military, customers who may struggle with English as a second language or who may rely on sign language to communicate, and customers with physical or mental disabilities. On-demand videos on specific topics and skill-sets enable staff to receive basic training on how to effectively meet the needs of various populations they serve, in quick, digestible pieces.

avatar for Jennifer Hatcher

Jennifer Hatcher

Branch Manager, Cumberland County Public Library and Information Center

Sponsors & Sections

Thursday October 17, 2019 8:00am - 8:50am EDT
Winston 1B