1. Tips & Tricks 4 Excellent
Teen Customer Service
Elise C. Cole
Teen Services Librarian
Where people and ideas meet. • www.opl.on.ca

2. Tips & Tricks 4 Teens
 Teens are like traffic cones
…they’re a work in progress!

4. Tips & Tricks 4 Teens
The Developmental Needs of Teens:
1. Physical Activity
2. Competence & Achievement
3. Self-Definition
4. Creative Expression
5. Positive Social Interaction with Peers & Adults
6. Structure & Clear Limits
7. Meaningful Participation

5. Tips & Tricks 4 Teens
 Learn to R.A.P. with Teens:
Remember
Accept
Project

6. Tips & Tricks 4 Teens
All Patron Needs
Are Equal!

7. Tips & Tricks 4 Teens
 We need to be advocates for the teens in
our branches
 Have you ever heard one of your other
patrons say,
“That kid is just playing a game! I need the
computer for something important like job
hunting and updating my resume!”

8. Tips & Tricks 4 Teens
Five Volunteers Please!

9. Tips & Tricks 4 Teens
How to talk to Teens
 Energetic  Empathetic
 Rule breaker/risk taker
 Sharing  Tolerant
 Perspective  Sense of humor
 Enthusiastic
 Respectful
 Nonjudgmental
 Encouraging  Patient/persistent
 Caring  Approachable
 Empowering
 Youth involver

10. Tips & Tricks 4 Teens
 Still don’t know what to say?
– Learn their names: Introduce yourself
– Offer to help. We already rove – head over to
that area, and ask them what they’re up to
and that you’re happy to help if they need
anything
– Thank them for coming and invite them back!

11. Tips & Tricks 4 Teens
Thank you for listening!
Have any questions? Please ask!
ecole@oakville.ca
craighen@hotmail.com (MSN)
Ext. 5037