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Give Your Patron-Facing Staff the Skills to Handle Whatever Comes Their Way

A special 30% discount for ALA members

Every interaction shapes how a patron feels about your library.

Your staff answers questions. Explain policies. Solve problems. Respond to complaints. Deal with frustration. And help people with very different needs, expectations, and communication styles.

The Front Desk Playbook gives patron-facing staff practical communication and customer service skills they can use immediately.

Special ALA Member Price: $244

Regularly $349 | Save 30%

Get the ALA Member Discount

Give Your Patron-Facing Staff the Skills to Handle Whatever Comes Their Way

A special 30% discount for ALA members

Every interaction shapes how a patron feels about your library.

Your staff answers questions. Explain policies. Solve problems. Respond to complaints. Deal with frustration. And help people with very different needs, expectations, and communication styles.

The Front Desk Playbook gives patron-facing staff practical communication and customer service skills they can use immediately.

Special ALA Member Price: $244

Regularly $349 | Save 30%

Get the ALA Member Discount

Practical Skills for Real Front Desk Challenges

Great customer service isn't simply about being friendly.

Staff need to know what to do when a patron is frustrated, when a policy isn't popular, when communication breaks down, or when an interaction becomes difficult.

The Front Desk Playbook teaches practical skills your staff can use immediately to:

Communicate clearly and professionally
Listen so patrons feel heard
Explain policies without sounding defensive or bureaucratic
Respond to frustrated and difficult people
De-escalate tense interactions
Show empathy while maintaining appropriate boundaries
Adapt to different communication styles
Handle phone, email, and in-person interactions effectively
Stay composed during challenging situations
Create a welcoming, professional experience
GET STARTED WITH YOUR TRAINING

12 Modules. Lifetime Access.


The Front Desk Playbook is a self-paced online workshop your employees can complete when it works for them.

No travel. No taking your entire team away from the front desk for a day.

And because they have lifetime access, they can return whenever they need a refresher.

THE COMPLETE CURRICULUM: 12 MODULES THAT COVER EVERYTHING

Your team will work through a comprehensive training program designed specifically for front desk professionals:

1. Mindset

Understanding the important role the front desk plays in the customer experience.

 

2. Customer Service

What exceptional service looks and sounds like.

3. Communication Fundamentals

Five essentials for communicating clearly and effectively.

4. Communication Styles

Recognizing different styles and adapting your approach.

5. Listening

Practical techniques for listening, understanding, and responding.

6. In-Person Communication

Using words, voice, and body language to create positive interactions.

7. Phone Communication

Handling calls professionally and effectively.

8. Email Communication

Writing clear, concise, customer-focused messages.

9. Difficult People

Responding to challenging behavior without escalating the situation.

10. Empathy

Connecting with Customers

11. Workflow

Managing interruptions, competing priorities, and front desk demands.

12. Review & Commitment

Turning what they've learned into everyday habits.

Enroll Now!

THE COMPLETE CURRICULUM: 12 MODULES THAT COVER EVERYTHING

Your team will work through a comprehensive training program designed specifically for front desk professionals:

1. Mindset

Understanding the important role the front desk plays in the customer experience.

 

2. Customer Service

What exceptional service looks and sounds like.

3. Communication Fundamentals

Five essentials for communicating clearly and effectively.

4. Communication Styles

Recognizing different styles and adapting your approach.

5. Listening

Practical techniques for listening, understanding, and responding.

6. In-Person Communication

Using words, voice, and body language to create positive interactions.

7. Phone Communication

Handling calls professionally and effectively.

8. Email Communication

Writing clear, concise, customer-focused messages.

9. Difficult People

Responding to challenging behavior without escalating the situation.

10. Empathy

Connecting with Customers

11. Workflow

Managing interruptions, competing priorities, and front desk demands.

12. Review & Commitment

Turning what they've learned into everyday habits.

Enroll Now!

More Than Just Videos

Watching someone talk about customer service isn't enough.

The Front Desk Playbook is designed to help employees think, practice, and apply what they learn.

Each participant receives:

More Than Just Videos

Watching someone talk about customer service isn't enough.

The Front Desk Playbook is designed to help employees think, practice, and apply what they learn.

Each participant receives:

  • 12 self-paced learning modules
  • Approximately 6 hours of instruction
  • Videos and demonstrations
  • Real-world scenarios
  • Quizzes and knowledge checks
  • Worksheets and reflection activities
  • Practical checklists and job aids
  • Monthly live Zoom Q&A sessions
  • Certificate of completion
  • Lifetime access to the entire program
Enroll Now

Give Your Staff Tools, Not Scripts

 
Every patron and every situation is different.

That's why the Front Desk Playbook doesn't teach employees to memorize canned responses.

It gives them practical communication tools to make better decisions in the moment.

They learn how to listen, what to say, how to say it, and how to remain professional when interactions get difficult.

The goal isn't just better customer service.

It's more confident employees and better interactions with patrons.

Enroll Now!

Give Your Staff Tools, Not Scripts

 

Every patron and every situation is different.

That's why the Front Desk Playbook doesn't teach employees to memorize canned responses.

It gives them practical communication tools to make better decisions in the moment.

They learn how to listen, what to say, how to say it, and how to remain professional when interactions get difficult.

The goal isn't just better customer service.

It's more confident employees and better interactions with patrons.

Enroll Now!

Created by Communication Skills Expert Laurie Brown, CSP

 

Laurie Brown has spent more than 30 years helping organizations improve communication, customer service, and workplace performance, including more than 20 years working with libraries and library professionals.

She understands the unique challenges library staff face when serving a diverse public, explaining policies, managing difficult interactions, and creating a welcoming environment.

Her highly practical approach focuses on one question:

What will people actually do differently after the training?

The Front Desk Playbook brings that same approach to self-paced learning, giving patron-facing employees practical tools they can use immediately.

A Special Offer for ALA Members

 GIVE YOUR PATRON-FACING STAFF PRACTICAL TOOLS

 
Communicate with confidence, handle difficult situations, and create the welcoming experience you want every patron to have.

ALA members receive 30% off the regular price of the Front Desk Playbook.

$244

for ALA Members

Regularly $349

GET THE ALA MEMBER DISCOUNT

Each enrollment includes:

12 modules • Approximately 6 hours • Monthly live Q&A • Certificate • Lifetime access

DON'T MISS THIS EXCLUSIVE DISCOUNT, ENROLL NOW!

Ready to Transform Your Front Desk?

Let's make sure every customer walks away impressed—not frustrated.

CONTACT US TODAY!

Questions? Want to discuss group pricing? We're here to help!