PLAN Quick Class: A New Take on Customer Service: Emotional Labor, Surface Acting, and Deep Acting with Amy An

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Date(s) - 03/26/2020
10:00 am CDT - 10:30 am CDT

We all know how difficult and demanding customer service can be at times. And even when we take steps toward “self-care,” we often miss the impact that always putting on a smile can have on us. The emotional labor of “surface acting” can drain us more than we realize. There is an alternative — “deep acting.” It can reduce the impact of the emotional labor of customer service.

In this 30-minute webinar you will learn the problems with surface acting and how to inspire reframing customer service using deep acting.

Amy An teaches information and tech literacy at a public library in south Florida. Before working in a public library, she worked at the Wimberly Library at Florida Atlantic University and taught high school history. She also serves as the discussion group leader for the Security and Privacy Discussion Forum for the SEFLIN S&P Learning Cluster and is a member of the FLA Marketing & Membership committee. She is the author of, “The Mission-Informed Library: Internal Marketing to Improve the Organizational Climate in the Public Library,” published in the Jan/Feb 2019 issue of Public Libraries. She was also invited to speak on the Library Leadership podcast in April 2019 on “Staff as Our Most Important Customers: Creating a Mission-Informed Library.” Her presentations include the Florida Library Association (May 2019), Tennessee Regional Library all-day in-service (December 2019), and webinars for the Florida Multitype Library Cooperatives.


Register for the live webinar OR the webinar recording on our Zoom platform. By doing so, even if you don’t attend the live event, you will receive a link to the webinar recording after the event. Please email us if you have any questions.

For FY2021-22, 70% of the total costs for the PLAN Continuing Education program ($220,000) is supported by federal money, and 30% of this program ($92,991) is supported by state money. The total budget of the project is $312,991.