This three-part virtual workshop, presented by Markham Public Library, will focus on customer service skills for public library staff. Each session will include a presentation on specific topics, as well as group discussions on specific issues.

Session 1: The Customer Service Mindset
This session will explore the emotional/psychological work of customer service, will acknowledge how COVID has impacted the service sector, and will focus on self-regulation and self-care for front-line staff.
Session 2: Complex Customer Service
This session will focus on practical approaches to conflict management and de-escalation strategies.
Session 3: Customer Service Excellence
A participative approach to understanding and practicing effective service behaviours.

• Session 1: Wednesday, November 10
• Session 2: Wednesday, November 24
• Session 3: Wednesday, December 8
• Times: 10am-12pm ET      
                9-11am CT
• Cost (includes all 3 sessions):   $100 + HST