Myra Golden’s Customer Service workshop is a highly engaging professional development experience designed to provide the knowledge and skills needed for library staff to communicate with patience, care, concern, and compassion. The outcome of this training is participants who are prepared to create calm, find resolutions that balance the interests of the customer and the library, how to reduce escalations, and how to create a positive conversation with challenging customers. The outcome of this training experience is frontline employees who are prepared to deliver a warm, conversational, friendly experience through positive language that sets the tone to create a positive customer experience and preempt escalations.