Item List

Creating Standards for Successful Customer Service (For Frontline Staff)

Pat Wagner

Dealing with Hostile and Potentially Dangerous Library Users

Pat Wagner

Defusing Conflict Situations in the Library

Carrie Rogers-Whitehead

Enhancing the Digital Experience for Library Patrons With Disabilities

Kara Zirkle

How to Break the Rules: Offering Great Customer Service to Everyone!

Pat Wagner

No, the Customer Isn’t Always Right

Andrew Sanderbeck

Policies and Procedures: How They Manage You and Your Patrons

Jennifer Blair

Successfully Dealing with Toxic Behaviors in Your Library

Andrew Sanderbeck

The Quiet Approach for Serving Library Patrons

Andrew Sanderbeck

Transformational by Design: Serving Patrons at Every Life Stage

Jamie LaRue

When Libraries Make Serious Mistakes with Customers

Pat Wagner