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

New Course: Serving Library Users on the Autism Spectrum

 News / Last Modified: 23 September 2015

Whether you knew it at the time or not, you have likely interacted with or assisted a library user with autism, as it is the fastest growing disability according to Autism Speaks, a national autism advocacy organization. A new online course, designed...

Stories of Inclusion: Inclusive Practices at Cultural Institutions

 News / Last Modified: 23 September 2015

Although it's been 25 years since the passage of the ADA (Americans with Disabilities Act), there is still much to learn to ensure that your programs and services are fully accessible and inclusive. Don't miss this unique opportunity to attend a thre...

Assisting Patrons When You Don't Speak the Same Language

 Document / Last Modified: 02 June 2015

Ideally every library would have staff who could speak the languages represented in their community. The reality is that library staff are often called upon to serve patrons who speak another language. Here are resources that can help.

Extreme Customer Service, Every Time

 Webinar / Last Modified: 17 October 2014

In this webinar, learn how to commit to library customer service that will create an experience beyond all patron expectations.

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...