Library Customer Service

customer service

As our profession contemplates the future of libraries, a recurring theme surfaces: that the public trust and faith in the institution is not so much about information retrieval or document management as it is about the intangibles—the relationships, the place, the environment for learning. It is top-notch customer service that will sustain and grow libraries. Explore here the resources on communication, creating patron-focused spaces, customer service practices and dealing with difficult patrons.

Most Recently Added

How to Traverse the World of Accents

 News / Last Modified: 30 September 2014

Have you encountered patrons who speak perfect English but with accents you are not familiar with? Have you asked them to repeat themselves so that you can address their queries? Have you felt distressed about not being able to reach your patrons hal...

Revisiting the Book Lady of New Orleans

 News / Last Modified: 30 September 2014

We all serve our communities by providing access to books and other resources in our libraries. Many of us struggle with tight budgets and talented but highly overworked staff. Some of us deal with similar situations under adverse circumstances, and,...

Public Libraries in Times of Need: Ferguson and Beyond

 News / Last Modified: 12 September 2014

The Ferguson Public Library in Missouri has become a refuge for its community which has been torn apart by the recent race-based conflict. While school has been out, the library has stepped up and offered classes led by school teachers, allowing chil...

The Customer Focused Library

 Webinar / Last Modified: 26 August 2014

Archive and related resources from March 17, 2009 webinar about the Metropolitan Library System (Chicago) study of the customer experience from a retail perspective.

Museums, Libraries, and 21st-Century Skills

 Webinar / Last Modified: 25 August 2014

Archive and associated resources for December 1, 2010, session with Mary Chute as part of Serving the 21st Century Patron 2010, online conference.