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.

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