A fast introduction to customer care in the library context, this course is designed for new staff and volunteers but can also make a welcome refresher for core staff. In just one month, learners will explore and apply tried-and-tested ideas to improve the library customer experience. The course takes four hours to do over four weeks with new practice tried out as part of day-to-day working in between sessions.
Frontline Basics is guaranteed to raise skills, confidence and spirits. It empowers learners to understand the importance of their role and to use their own creativity to promote the service.
The Welcome – practical steps to ensure every visitor feels welcome, plus understanding the importance of first impressions of the space and the service.
The Wow factor – how to create a dynamic showcase area to impress customers with the library offer.
The Workaday – building daily routines for active engagement with people and with books to bring the library alive.
The Win – maintaining everything you've learned to improve the customer experience, making a win for you, your visitors and your library.
Frontline Basics takes staff through practical steps to improve the first impression of their library and to make every visitor feel welcome. It supports staff to take an active role in promoting a wide range of library services and understanding their role as the first face of the council as well. Relevant, practical and fun, this course addresses the training needs of library services under pressure who need to deliver impact with less time and resource than we used to have.
Here are some examples of the content to give a flavour of the approach and an idea of what the course asks learners to do in the workplace.
Learners can start the course whenever they are ready. The course is designed to be taken in 4 consecutive weeks with one hour per week of of online work and skills applied as part of day to day routines in the library.
You can buy places in advance and then allocate them in any month you choose. Complete our easy Order Form and we’ll send you an invoice. You can choose to pay online from your bank account or by credit card. Once payment is received, we will email a log in and password to unlock your course places.
10% discount on 20+ places. 20% discount on 30+ places.