Tuesday, May 11, 2021

Library Customer Service + Quality Service Skills: Podcast, Blog Post, and Webinar

We've posted both a new podcast from Dr. Albrecht, "Code of Quality Service," and a new blog post on the same topic, "The Code of Quality Service for Library Employees." These are in our special Library Service, Safety, & Security section of Library 2.0

Information on Dr. Albrecht's corresponding webinar on May 21st, "Customer Service All-Staff Skills Refresher: Library Interactions and the Moments of Truth," is linked below. While Dr. Albrecht's twice-monthly podcast and blog posts are available for free, as are our regular mini-conferences and all the conference recordings, there is a cost to attending our series of webinars with him or watching the recordings, and details are here. Group discounts are available.

Other recent podcasts episodes from Dr. Albrecht include: "Protecting Your Library Facility During Protests," "The Power of Surveys," "Working with Elected Officials," "A Guided Meditation for Stress Management and Relaxation," "Stop Apologizing for Library Security," "Let's Talk About Talking," and "Guns in Your Library." You can listen directly on the site or you should also be able to access the podcast in SoundCloud here or in your own podcast app using the RSS feed here.

Dr. Albrecht's recent blog posts are also available, including: "The North Vancouver Library Stabbing Attacks: Edged Weapons Awareness," "Managing the 'Champion Employee' at the Library: The Need for Management Courage," "Some Leadership Truths for Library Leaders," "Helping Library Patrons with Autism: Start with Understanding," "The Perils of the Parking Lot: Parts 1 and 2," "Schedule Regular Inspection Days," "The Need for a Library Vendor/Visitor Policy," and "Creating the Perfect Library Security Officer." 

FRIDAY, May 21st: 
"Customer Service All-Staff Skills Refresher: Library Interactions and the Moments of Truth”


Since 2000, Dr. Steve Albrecht has trained thousands of library employees in 25+ states, live and online, in service, safety, and security. 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 Staff and Patrons Secure in a Changing World.

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 seven dogs, two cats, and three chickens.

Thursday, May 06, 2021

"Customer Service All-Staff Skills Refresher" - Webinar with Dr. Steve Albrecht

 "Customer Service All-Staff Skills Refresher: Library Interactions and the Moments of Truth"
Part of a special Library 2.0 series with Dr. Steve Albrecht 


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 from 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 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.

Learning Objectives:

  • Understand how to make service excellence our daily goal.
  • Discuss how our internal service relationships are just as important as our external patron relationships.
  • Define Moments of Truth and their critical importance in providing good service.
  • Use the Service Blueprint to correct service process errors.
  • Understand how and when to use Service Recovery techniques.
  • Know your three Service Roles as a library employee and a library leader.
  • Know how to deal with challenging patrons, using the GREAT and LAST service tools.
  • Prevent job burnout and service apathy.
  • Define the Customer Value Model from the library patron’s perspective.
  • Use the 10 behaviors in the Code of Quality Service.

DATE: Friday, May 21st, 2021, at 4:00 pm Eastern Standard Time

SPECIAL PRICE: $49/person - includes any-time access to the recording and the presentation slides. To arrange group discounts (see below), to submit a purchase order, or for any registration difficulties or questions, email steve@learningrevolution.com.

TO REGISTER: Click HERE. You will first need to be a member of Library 2.0 (free) and be logged in. Please click "Sign Up" on the top right and we'll approve you quickly. You can pay by PayPal or credit card, and will receive immediate and permanent access to the webinar recording. If you have any trouble registering for a webinar, if you need to be invoiced, or if you have any questions, please email admin@learningrevolution.com.


  • Multiple individual log-ins and access from the same organization paid together: $45 each for 3+ registrations, $40 each for 5+ registrations.
  • The ability to show the webinar (live or recorded) to a group located in the same physical location or in the same virtual meeting from one log-in: $199.
  • Large-scale institutional access for viewing with individual login capability: $499.
  • Email admin@learningrevolution.com to arrange.


  • All-access annual passes include access to the recordings of all of Dr. Albrecht's previous Library 2.0 webinars, plus live and recorded access to his new webinars for one year.
    For a $499 individual all-access annual pass to all of Dr. Albrecht's live webinars and recordings for one year, please click here
  • Inquiries for all-access organizational contracts should be directed to admin@learningrevolution.com.