Events Calendar

Customer Service Skills Training (3 Part Series)
Wednesday, 24 November 2021, 10:00AM - 12:00PM
by staff

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
Location Virtual Meeting Room