ULA wants to allow for physical distancing so rooms will have some lower capacity. Arrive early to your sessions. When a room reaches capacity, the doors will be closed to indicate that the session is full.

HIGHLIGHTS | Unforgettable Speakers, Exhibitors, New Products and Services, Fun and Entertaining Networking Activities and Social Events

TRACKS | General Librarianship, Public Librarianship, Academic Librarianship, Management & Leadership, Technical Services, and Youth Services

The Utah Library Association advocates for libraries and cultivates leadership development to promote library excellence for the Utah Library community.
Friday, May 20 • 1:30pm - 2:20pm
How to Speak WHALE: A patron focused model of technology customer service

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I will share the customer service model we created to help train student employees in the software training lab at the BYU Library to deliver excellent customer service to patrons needing technology help. This model helps employees focus on the patron's experience rather than only the problem being solved. During the session participants will think through their own scenarios to begin developing their own model of experience-based customer service.

Learning objectives:
Attendees will know the parts that make up the WHALE customer service model
Attendees will learn how we train employees on customer service using the WHALE model 
Attendees will practice thinking through their own customer service scenarios on their way to creating their own models

avatar for Ben Nielsen

Ben Nielsen

Software Training Manager, Brigham Young University
I manage the Software Training lab and classes of the BYU library.

Friday May 20, 2022 1:30pm - 2:20pm MDT
Twilight 3 & 4