Category Archives: training

Aww…. did you miss it???

Did you miss this week’s Ask a Librarian webinar, “When Teens Attack!: Tips for Serving 12-year-olds and Other Difficult Customers on Chat Reference”? You’re in luck. Presenter Jen Robinson posted her presentation on her website… check it out! http://www.everythinglibrarian.net

by Traci Posted on February 17, 2012

Posted in customer service, FYI - Interesting Tidbits, News, Reference, Toolbox News, training | Tagged customer service, News, reference, Toolbox News, training | Leave a comment

Calling all evening-shift library staff!

TBLC Presents… How to Deal with Angry Customers (Yes, it’s an evening workshop!) Thurs., Feb. 16, 2012 ~ 7:30-8:15 pm ET What is the secret to handling situations with difficult or angry customers while maintaining your composure and … Continue reading →

by Traci Posted on January 27, 2012

Posted in customer service, News, Toolbox News, training | Tagged customer service, News, Toolbox News, training | Leave a comment

Seeking Synchronicity Revelations and Recommendations for Virtual Reference (OCLC research report webinar) and AaL facilitated discussion

OCLC Research in partnership with Rutgers, the State University of New Jersey pulled over five years of virtual reference research into a summary with specific and actionable suggestions in Seeking Synchronicity: Revelations and Recommendations for Virtual Reference. Seeking Synchronicity: Revelations and Recommendations … Continue reading →

by Traci Posted on January 20, 2012