{"id":1196,"date":"2013-07-17T21:36:09","date_gmt":"2013-07-17T21:36:09","guid":{"rendered":"https:\/\/devill.cvlsites.org\/getting-started-library-customer-service\/"},"modified":"2024-11-06T14:45:42","modified_gmt":"2024-11-06T21:45:42","slug":"getting-started-library-customer-service","status":"publish","type":"post","link":"https:\/\/sandbox.aclin.org\/test\/self-paced-courses\/getting-started-library-customer-service","title":{"rendered":"Getting Started with Library Customer Service"},"content":{"rendered":"

In this self-directed course, learners will gain a beginning-level understanding of customer service 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<\/a>.<\/em><\/p>\n

Welcome to Getting Started with Library Customer Service!<\/strong> In this course, you’ll follow along with library staff Angela, Marcus, and Jackie, as they go about their day in a public library.<\/p>\n

Click on a module below to begin.<\/strong><\/p>\n

To navigate each module, use the navigation buttons on the bottom right of the player.
\nThey look like this.
\n\"\"<\/p>\n

Please note:<\/strong>If presented with a multiple choice question, click on the option you think is correct in order to see the correct answer and advance in the module.<\/p>\n

The Modules<\/h2>\n\n\n\n\n\n\n
\"\"<\/td>\n\n

1. Privacy, Confidentiality, and Intellectual Freedom<\/a><\/h3>\n

After completing this module, you’ll be able to:<\/p>\n

    \n
  • Assist patrons without questioning reasons for needing materials or information.<\/li>\n
  • Assist patrons without communicating negative judgments about the patron or the request.<\/li>\n
  • Protect the confidentiality of all patron records and requests.<\/li>\n
  • Refer to your library\u2019s privacy and confidentiality policies and procedures.<\/li>\n<\/ul>\n<\/td>\n<\/tr>\n

\"\"<\/td>\n\n

2. Approachability and Attitude<\/a><\/h3>\n

After completing this module, you’ll be able to:<\/p>\n

    \n
  • Indicate approachability and interest to library customers.<\/li>\n
  • Demonstrate a positive attitude to library patrons.<\/li>\n<\/ul>\n<\/td>\n<\/tr>\n

\"\"<\/td>\n\n

3. Communication Skills<\/a><\/h3>\n

After completing this module, you’ll be able to:<\/p>\n

    \n
  • Understand the essential components of good communication.<\/li>\n
  • Use active listening skills to enhance your interactions and improve service.<\/li>\n<\/ul>\n<\/td>\n<\/tr>\n

\"\"<\/td>\n\n

4. Dealing with Conflict<\/a><\/h3>\n

After completing this module, you’ll be able to:<\/p>\n