Thursday, May 31th, 2018 @ 2 pm
$45 for members
$55 for non-members
Continuing Education Certificate credits: 1
Customers come to libraries expecting staff to help with numerous digital literacy questions. By providing an accessible framework to troubleshoot these questions via targeted and approachable training, staff can develop the capacity to respond without relying on “experts.” Additionally, they’ll build self-confidence to provide a more seamless customer service experience.
When anxiety and fear kept our frontline staff from helping customers troubleshoot technology questions, we gamified staff training and now staff are providing decidedly improved customer service. In this session I’ll describe how our approach to digital literacy training helps overcome psychological barriers and improve staff technical competencies to improve customer service.
Participants will learn how to:
* Identify the psychological barriers staff and customers are experiencing as part of a library troubleshooting interaction.
* Recognize how gamification can enhance professional development in libraries, specifically as it applies to customer service troubleshooting interactions.
* Apply gaming strategies to enhance learning.
Presenter: Kim Bates, Edmonton Public Library