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

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...

Stories of Inclusion: Inclusive Practices at Cultural Institutions

 News / Last Modified: 15 May 2017

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...

The Future of Reference is Outside the Library

 News / Last Modified: 04 May 2017

Over the last decade, the fortress-like walls of the library reference desk have been breached in favor of more inviting structures and roving librarians. However, that's not going far enough, according to Jamie LaRue, director of Douglas County (CO)...

Beyond the Desk: Resources for Innovative Reference Services

 News / Last Modified: 03 May 2017

Library services often begin with a question. Do you have this book? Can you help me find information for my report? Which country is the largest producer of coffee beans? As we grow up and learn, we are taught to ask questions to help us learn new i...