Date: Tuesday, February 18 -- 9:00 am to 3:00 pm
Location: Oshkosh Public Library - map & directions
Who should attend?
Morning Session: open to all WALS clerks and library assistants
- Staff with less than 3 years of experience using WorkFlows or working in libraries will benefit the most from the first half of Clerkapalooza:Nancy and Matt will provide a review of WorkFlows and Circulation Procedures to help newer staff master circulation skills. Attendees will have the opportunity to participate in hands on learning as various scenarios are demonstrated.
Afternoon Session: open to all staff and directors
- All staff, including directors or non-clerical staff, are encouraged to attend the afternoon training. Attendees will learn ways to improve customer service at the circ desk, and around the library, and how to navigate difficult conversations while still providing great service.
During this training, you will learn:
WorkFlows and Circulation Procedures
- Training and Q&A opportunites covering Patron Accounts, Billing and Collecting Fees, Holds, and Missing and Claims Returned Procedures
- Master basic circulation skills, learn or review more advanced skills.
Giving Great Customer Service
- Presentation Details: Providing great customer service in any business is no longer a "nice to have." It's a MUST have. Given that libraries put their customers first, they have an incredible opportunity to shine when it comes to giving the best service possible at every interaction. In this session, learn tips on assessing and improving your library's commitment to great service, how to deliver it, how to assess it, and steps to take when customer service fails.
- Speaker Details: Jamie Matczak is the education consultant at Wisconsin Valley Library Service where she focuses on professional development and communications. In addition to 18 years of experience in public library consulting, she has a BA in Advertising from UW-Eau Claire, and an MS in Applied Leadership for Teaching and Learning from UW-Green Bay. Jamie has given over 80 presentations on marketing, social media, customer service and communications.
How to Register:
One registration form should be submitted for EACH staff member attending Clerkapalooza. This can be completed by individual staff or library director. Angela will contact directors to confirm total staff attendance and gather reimbursement information.
Agenda
8:45-9:00 Registration, Coffee, and Snacks
9:00 - 12:30 WorkFlows and Circulation Sessions
12:30-1:15 Lunch - Vegetarian and gluten free options available, please include note in registration form.
1:15-3:00 Giving Great Customer Service training