Customer Service
As pillars of the community, libraries play a vital role in serving the public, and strong customer service skills are key to creating welcoming and supportive experiences for all.
Developed by the UVic Gustavson School of Business, the Customer Services training series offers three courses for various experience levels. Participants will learn to deliver more meaningful and effective customer service using evidence-based approaches and practical models that can be applied immediately.
Register NowQuick Facts
- Online, live training
- Open to all BC libraries through their federations
- Learn more about UVIC’s Customer Service program.
Program Details
Below are details about Customer Service training, including information on costs, format, eligibility, and more.
Format
Online.
Courses
Level 1: Ace the 3Rs
Ace the 3Rs introduces participants to the foundational principles of excellent customer service, focusing on the 3Rs: Respect, Responsiveness, and Responsibility. It is designed to help front-line staff build consistent, professional, and customer-friendly behaviors in their daily interactions.
Length: 60 minutes.
Level 2: Moments of Power to Elevate the Customer Experience
Level 2 explores key touch points in customer interactions, referred to as “moments of power,” where employees have the opportunity to positively influence the customer experience. This level emphasizes emotional intelligence, empathy, and the importance of recognizing and acting on these critical moments to exceed customer expectations.
Length: 4 hours.
Level 3a: Develop a Service Strategy – Create a Service Organization that Shows Results
This training is targeted at managers and organizational leaders. It focuses on aligning customer service efforts with broader organizational goals and teaches participants how to build a service-oriented culture that drives measurable results.
Length: 3 hours.
Level 3b: Make Service your Advantage by Building a Strong Service System
This training continues the strategic focus by encouraging leaders to adopt a systems-thinking approach. This level emphasizes the importance of connecting departments and service processes across the organization.
Length: 3 hours.
Delivery
Self-paced.
Participants must create a free account to access the training. Instructions will be sent after registration.
Eligibility
All BC public libraries through their federations.
Costs
Level 1: $38
Level 2: $75
Level 3a: $175
Level 3b: $71
Frequently Asked Questions
Customer Service FAQs
Browse through frequently asked questions to learn more about UVic’s Customer Service training series.
Yes. Participants should complete Level 1 before enrolling in Level 2 or 3.
Training is facilitated by professor Dr. Mark Colgate. Dr. Colgate has over 20 years of teaching and research experience and created the customer training courses.
InterLINK libraries:
Level 1: $15 / person
Level 2: $45 / person
Level 3a & 3b: $30 / person
Other Federations:
Level 1: $35 / person
Level 2: $65 / person
Level 3a & 3b: $50 / person
InterLINK provides staff training through libraries or federations. Because of this, we work directly with libraries or federations for billing. We’re not able to invoice individuals.
If fees apply, InterLINK will invoice the appropriate library/federation.
Get in Touch
Want to learn more about how InterLINK supports public libraries in British Columbia? Let’s connect.
Explore more InterLINK servicesCONTACT USProfessional Development
Alison Brierley, Strategic Projects Coordinator
