Be Our Guest At The Desk: Delivering Five-Diamond Customer Service in Libraries

When it comes to customer service, libraries are not all that different from the hospitality industry. Outreach Librarian Alicia Collumbell and Assistant Director Wendy Bennett share the slides and resources from their fun and interactive talk on delivering top-notch customer service, utilizing techniques borrowed from the hotel industry. Learn how to apply these tools to your everyday interactions, along with tips on navigating delicate situations for when patrons do not come to you at their best.

Presentation Slides Part 1
Presentation Slides Part 2

Customer Service Toolkit & Bibliography


RASD of SCLA’s PR & Marketing Committee and the Nassau County PR/Programming Division Present:

Monday, June 7, 2021
2:30 – 4:00 p.m.

Even if your library never completely closed, you will want to alert your community (even those without internet access) when your building and services are back in full force. Our guest speaker, Kathy Dempsey, is a nationally known for her knowledge of library marketing and publicity. She is the author of The Accidental Library Marketer, and a frequent speaker at ALA. The presentation will help you plan an effective marketing campaign to draw patrons back to your libraries. This virtual session will offer guidance, ideas, and a marketing plan template that is ready to fill in and roll out.

Register by June 5th by sending an email to

You will be sent a link with which to join the program.

This is a joint program with RASD of SCLA’s PR & Marketing Committee and the Nassau County PR/Programming Division.
It is free for SCLA & NCLA members, otherwise $10. CEUs will be awarded.