2025 Access Services Conference

Elevating the Experience: Blending Traditional and Modern Customer Service Strategies for Library Employees

Presentation Type: Presentation (45 minutes)

Presenters: Adrianna Bennett

Abstract: Customer service in libraries is evolving. As front-line staff navigate complex patron needs, emotional labor, and shifting expectations, old rules alone aren't enough. This presentation explores blending traditional principles with modern, people-centered strategies to empower employees and elevate the patron experience. Attendees will gain tools for managing challenges like burnout, learn to create a personal or team customer service philosophy, and leave with practical, affirming strategies to support both patrons and staff.

Keywords: Customer Service

Session Date: 11/19/25

Start Time: 11:00 am

End Time: 11:45 am

Location: GLC-222

Format: In Person Presenter

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