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Self Care for Librarians: July Series

Wellness Series Video #1

Did you watch the video? Now take this quiz!

Social Styles Quiz 

Video #1 Additional Resources

Merrill-Reid Social / Personality Styles

Merrill-Reid social/personality styles. (n.d.). Retrieved July 08, 2020, from https://worldofwork.io/2019/06/merrill-reid-social-personality-styles/

How to Read Faces…Even When Everyone is Wearing a Mask

Edwards, V. V. (2020, May 21). How to read faces...even when everyone is wearing a mask. Retrieved July 08, 2020, from https://www.scienceofpeople.com/masks/

Wellness Series Video #2 

                                                                                                                  

Discussion Questions 

1) Is there a business or organization that stands out in your mind as a prime example of quality customer service? If so, what do you think their core values are?

2) What core value do you think you best emphasize when assisting patrons?

3) What core value do you think you need to put more focus on?

Extra Credit:

What is your favorite local business, and what steps are they taking to make their customer service stand out to you?    

Video #2 Additional Resources

How the Platinum Rule Trumps the Golden Rule Every Time

Economy, P. (2016, March 17). How the Platinum Rule Trumps the Golden Rule Every Time. Retrieved July 20, 2020, from https://www.inc.com/peter-economy/how-the-platinum-rule-trumps-the-golden-rule-every-time.html

Building Blocks of a Successful Customer Service Environment

Building Blocks of a Successful Customer Service Environment. (2017, July 14). Retrieved July 20, 2020, from https://icsatoday.org/building-blocks-of-a-successful-customer-service-environment/

Wellness Series Video #3

 

Discussion Questions

1) How have you handled patrons that don't wear masks? 

2) Do you think this method is effective?

3) How have your coworkers handled patrons that don't wear masks? 

4) Do you think their methods are effective?

5) What was the most ridiculous complaint a patron has had? 

6) How did you handle it?

Video #3 Additional Resources

 

Customer Complaints Resolution

Administrator. (n.d.). Customer Complaints Resolution. Retrieved July 17, 2020, from https://www.bpir.com/customer-complaints-resolution-bpir.com/menu-id-71/expert-opinion.html

5 Ways To Deal With Customers Who Don’t Want To Wear Masks

5 Ways To Deal With Customers Who Don't Want To Wear Masks. (2020). Retrieved July 17, 2020, from https://www.google.com/amp/s/www.forbes.com/sites/blakemorgan/2020/06/28/5-ways-to-deal-with-customers-who-dont-want-to-wear-masks/amp/

                                                                                                                                                                                                                                                                                                                                                                                                                                         

                                                                                                                                                                                                                                                                                                                                                                                                                                                                         

 

Presenter

Peggy Wynne Borgman ~ Customer Service Expert, Freelance Writer, Author and Coach

 


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Nevada State Library, Archives and Public Records

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