Meeting/Event Information



Customer Service Fall Workshop
Customer Service in the Trenches
Wallingford Public Library
200 North Main Street
Wallingford, CT 06492-3791


Customer Service in the Trenches
presented by Jean Baur

Front-line staff are continually faced with a multitude of service issues and it's often challenging to navigate these waters.  Each of our users has different needs and expectations which vary on a day-to-day, sometimes even minute to minute basis.  Some are easily assisted, others crave social interaction and long conversations. Some suffer from mental illness, others are on the autism spectrum, have physical disabilities or developmental delays and visit and communicate with the help of an aid.  Some users are just simply difficult to satisfy.  Yet, both in person and on the phone, we must consistently provide excellent service and a positive experience working within the guidelines of our libraries.  Come be part of this interactive workshop and learn strategies you can implement in the trenches as you provide the best possible service to your community. 


Jean Baur, who has received rave reviews from CLA conference attendees, is a dynamic speaker who knows how to inspire audiences to maximize their potential.  She draws on her diverse background as an author and career coach to reveal the symptoms and causes of burnout, empower her audiences to be the "boss" of their own lives and careers, help them realize there are always choices, and present their most positive selves.   Unlike many speakers, she brings content and delivery together --helping her audiences become an inspiration to others.  Her new book, "Joy Unleashed: The Story of Bella, the Unlikely Therapy Dog" has given Jean a grounding in kindness and giving back, and she loves sharing Bella's gift whether she's talking about how to manage your career or ways to get energized and focused.

Jean is a member of the National Speakers Association and speaks to diverse audiences across the country including the Connecticut Library Association, women's groups, the Association of Career Professionals International, insurance industry conferences, nonprofits and public libraries, educational institutions, and the Assisted Living Federation of America.

The most important thing to know about Jean is that she practices her own message and is grateful for a life that is grounded in service to others.

  10am - 12:30pm
Refreshments and networking beginning at 9:30am

$25 CLA Members, $35 Non-members

If you are not a CLA member, you may be able to attend this event at the CLA member rate if your library has a CLA Institutional Membership.  Contact your library's director to register, confirm that you are eligible for discounted registration and to obtain the discount coupon code.  General information about institutional memberships can be found here.


If you require special accommodations in order to participate, please contact Lisa Karim at or 860-658-7663.

Future Meetings

June 07, 2018

CLA Board Meeting

June 07, 2018
10:00 AM EDT - 12:00 PM EDT

Cragin Memorial Library
8 Linwood Avenue
Colchester, CT 06415

Monthly meeting of the CLA Board

June 15, 2018

2018 Connecticut Information Literacy Conference

June 15, 2018
8:30 AM EDT - 3:15 PM EDT

University of Hartford, Harry Jack Gray Center
200 Bloomfield Ave.
West Hartford, CT 06117

Instructional Design for Today's Student