Give Me a Deception Check: The Customer Is Not Always Right

1- Short Session Description:

Across libraries universally, good customer service is usually the main focus. The skills necessary for good public service, including patience, creativity, improvisation, and de-escalation, are found both in libraries and in the worlds of role-playing games. Learning to run a game helps you to understand the resources available for you to create a fun, safe, informative environment. In this session, we will run “mini-encounters” based on day-to-day library situations to illustrate how these skills can translate from RPGs to the library world and back again.

2- Session Style/Format:

Interactive play session

3- Takeaways:  

We will go through a situation, either in groups or with the whole room, allowing everyone to roleplay using various archetypes how to use customer service qualities to influence a situation. Everyone will come away with ideas for interacting with customers that’s beneficial for everyone, as well as (hopefully) the desire to learn to run RPGs.

4- Organization: 

A team of three presenters from New Hanover County Public Library

5- Contact Information:

Hannah Bowser, hbowser@nhcgov.com