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This course is wonderful. It offers some insight and everything I need to know in a nutshell.
- Frontline staff
- Public libraries
- Entry
Playing your part in the library welcome
A fast, practical and enjoyable course in active customer-care skills, specific to libraries. This course will help everyone who works in a customer-facing role develop the skills and confidence to take responsibility for customer engagement - and not just sit behind a welcome desk. Suitable for both public and college libraries.
1,662 staff completed · 150+ services
Learning outcomes
What staff will know, value and be able to do:
Develop and apply customer ‘radar’ while working on the library floor to identify visitors who need help or wish to engage
Identify and remove clutter from the library entrance to create a clear and tidy first impression
Recognise how first impressions shape visitor perceptions and influence their decision to explore the library
Understand why books are a top priority to make a good impression for visitors
Recognise common library prejudices and value how strategic book displays and staff engagement can actively counter them and attract new visitors
Select appropriate books for a showcase display using cover appeal, age-appeal, and visual contrast to attract diverse readers
Create an attractive face-forward display using retail merchandising techniques to make books visible and tempting to browsers
Apply merchandising skills to spine-on shelving by positioning individual titles and stands to catch the eye and guide readers
Plan and build a daily routine that integrates welcoming visitors, maintaining displays, sharing library information and engaging with customers
- 01 The welcome
- 02 The wow factor
- 03 The workaday
- 04 The win
How long do I have to complete the course?
You can start any time and work through the material at your own pace.
Do I get a certificate?
Yes. A certificate is issued automatically once you've completed the self-assessment.
Can my whole team take it?
Yes - bulk discounts on 10+ places. Get a team quote →
What format is the course in?
Online text with illustrated examples, interactive exercises, audio and practical exercises you complete in your own library.
How accessible are the courses?
Self-paced with adjustable text size, width and contrast, plus an audio version with read-along text in every course. More about accessibility →
What learners say
I just wanted to let you know how useful I found the training. I have only worked at the library for four months and in that time have learnt a great deal from my colleagues, who are very friendly and supportive. However, this training gave me a great insight into many new things. Firstly, it reassured me that I am doing some things well, particularly in relation to welcoming customers with a smile, but the training also helped me develop my customer radar, in particular considering how many customers would rather approach a staff member away from the desk and tailoring any advice and support to their needs. I have learnt a great deal about creating the perfect display and the best ways to showcase our books. I also thought that the format of the course was clear and easy to follow.
One thing I learned from this course is what makes a library appear cluttered opposed to a comfortable open space with interesting nooks to investigate. I also learned about the importance of remembering to look over your library critically from an outsider's or visitor's perspective in order to make sure that the library presents well and that displays do not appear to look monotonous or stale. I found the advice on creating showcases to be particularly helpful in achieving this goal!
This course has helped me learn the importance of display unit position, as well as how to configure a showcase of books. Moving forward, I will ensure that I merchandise books and use my training to really consider what I'm choosing to display and why. I think completing the practical work in the training has helped me create eye-catching displays which borrowers have engaged with, and it has also shown me which areas of the library are interacted with the most.
I really enjoyed learning new ways to put together eye catching book displays. I especially liked learning how to make an attractive showcase by using contrasting colours and grouping the same size books together to give a more streamlined look. It seemed to be popular with the customers too as I had to restock a few times during the day.
£25.00
per place
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