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

Small But Mighty Library Management and Innovation

 Webinar / Last Modified: 07 November 2018

In this webinar, learn how the Millvale Community Library addresses their community's food desert, uses clean energy, offers a tool-lending library, and more.

What Libraries Can Learn from Bookstores

 Document / Last Modified: 10 September 2018

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.

Extreme Customer Service, Every Time

 Webinar / Last Modified: 22 May 2018

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

Resources on Libraries and Homelessness

 News / Last Modified: 06 March 2018

A collection of resources, webinars, courses, video, and articles on libraries and how they serve the homeless in their communities.

Understanding Compassion Fatigue in Your Library

 Webinar / Last Modified: 14 February 2018

Archive and related resources for a webinar presented on May 31, 2012 by Linda Bruno on compassion fatigue and how it affects you and your working environment.

Technology, Road Rage, and Customer Service

 Document / Last Modified: 01 September 2017

Frustration with technology can make us cranky, which can spill over into our customer service interactions. Tips for curbing tech "road rage" in the bud.

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 ...