Customer Service

Customer Service at the Circ Desk

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.

Self-paced courses and webinar recordings on this topic are freely available in the WebJunction Course Catalog.

Most Recently Added

Interesting Patron Questions

 News / Last Modified: 07 June 2017

The reference desk of a library is truly one of the most interesting of places. Through an October poll in Crossroads, we asked WebJunction members to share the most interesting patron questions they had received, and the response was amazing! While ...

Approaching Conflict as an Opportunity for Growth

 News / Last Modified: 06 June 2017

Before the webinar "Growing Through Conflict: Healthy Workplace Communication," was even over, the participants were already asking for more! WebJunction's own, Anna Shelton shared techniques and skills to approach conflict in our lives. Be...

Leaving Fort Ref: Frontiers of Embedded Librarianship

 Webinar / Last Modified: 06 June 2017

This webinar explores new approaches to reference that embed the librarian in the community, answering questions at the point of need, and growing community connections.

What Libraries Can Learn from Bookstores

 Document / Last Modified: 05 June 2017

Chris Rippel of the Central Kansas Library System offers a thoughtful, sometimes provocative comparison of libraries and their retail cousins. In the spotlight are sounds, layout, staffing costs, and even smells.

Civility Goes Viral: A New Approach for a New Era

 Webinar / Last Modified: 19 May 2017

This webinar presents Choose Civility, a community-wide initiative inviting respect, empathy, and consideration at every opportunity, and made available to libraries to implement locally.

Delivering Extreme Customer Service from the Inside Out

 News / Last Modified: 15 May 2017

Fostering a culture of extreme customer service is one of the most important long-term investments a library can make, and costs almost nothing. The returns, meanwhile, are valuable beyond measure. Gretchen Caserotti, the Library Director from Meridi...

Extreme Customer Service, Every Time

 Webinar / Last Modified: 15 May 2017

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

Public Libraries in Times of Need: Ferguson and Beyond

 News / Last Modified: 15 May 2017

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...