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Customer Care (Professional Qualifications Series) [Event Ref. No. TG1/QSMAY]


6:00 pm

Event Type

Please note that this event is also advertised in the ‘Professional Qualifications Support Workshops’ section of our events calendar.

cpd25’s programme of ten two-hour workshops is devised primarily to support CILIP Chartership and ACLIP candidates. However, many of the events in the programme are highly relevant to staff working as Library Assistants, Senior Library Assistants and so on. The events are aimed, therefore, at all levels of library staff – who may or may not be seeking Certification or Chartership, but who wish to further their professional skills and development.

Places are available on either the whole series (£155 for cpd25 members, £210 for external organisations) or for individual workshops (£29 for cpd25 members, £49 otherwise).

The event reference number for booking a place on the whole series is TG1/QSALL. Please refer to each workshop’s individual description for their individual event reference numbers.

Speaker: Sheila Ritchie

This training session offers participants and opportunity to evaluate customer care provision in libraries. It covers those aspects of service which support and maintain a good standard, both directly and indirectly.

By the end of the session, participants will be able to:
1. Appreciate why good customer care is essential and how it affects every part of the library service.
2. Distinguish good, bad and indifferent standards of service.
3. Understand how to train staff for good face-to-face communication with users.

A mixture of theory, discussions and exercises, based upon work done before the session by participants.

16.00 Introduction: participants’ libraries, jobs and experience
16.15 Exercise: how to distinguish good, bad and indifferent customer service
17.00 Encouraging and training staff to provide a consistent, good level of service
17.45 Review
18.00 End of session

Pre-Session Preparation
Please go into a library, preferably other than the one you work in, and make notes on:
* the reception area and general layout
* signage, notices and location plans
* counter staff
and any other aspects relevant to you making use of that library.

Bring these notes with you; they will help us to get a varied picture of how libraries cater for their users.

Venue: Room LG39, Maughan Library, Kings College London

Please note that there are limited places available for this event.

Cancellations less than one week before the event will be charged a 50% cancellation fee. In the event of a ‘no-show’ on the day, the full fee will be charged.

To book please use our online booking form or email the administrator via

Booking form for M25 Members   Booking form for non-Members