A 60-minute training webinar presented by Library 2.0 and hosted by ALA author and library service, safety, and security expert, Dr. Steve Albrecht.
It’s time for a service skills refresher for all library employees. Every library organization is now dealing with budget cuts, staffing challenges, and more and different work than 16 months ago. Patrons need and want good service, so how can we bring out our best work for them? This session helps all library employees understand critical service concepts like Moments of Truth, Service Blueprints, the Patron’s Customer Value Model, and Service Recovery. It features a discussion of the Code of Quality Service, created by Dr. Karl Albrecht (yes, that’s Steve’s dad), which is a set of 10 behaviors that can help all library employees make their work easier, more fun, and more relevant to the service needs of the patrons.
About the Speaker
DR. STEVE ALBRECHT. Since 2000, Dr. Steve Albrecht has trained thousands of library employees in 28+ states, live and online, in service, safety, security, and supervision. His programs are fast, entertaining, and provide tools that can be put to use immediately in the library workspace with all types of patrons. In 2015, the ALA published his book, Library Security: Better Communication, Safer Facilities. He is currently writing the sequel, The Safe Library: Keeping Users, Staff, and Collections Secure, for Rowman & Littlefield. Steve holds a doctoral degree in Business Administration (D.B.A.), an M.A. in Security Management, a B.A. in English, and a B.S. in Psychology. He is board-certified in HR, security management, employee coaching, and threat assessment. He has written 24 books on business, security, and leadership topics. He lives with six dogs, two cats, and three chickens. (Not all in the same room, of course.)
