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

Resources for Social Work and Library Collaboration

Publish Date: News / 28 November 2022

Library staff are known for their resourcefulness and commitment to adapting to help community members in need. But as the scope of library services has expanded to address complex social needs that aren’t being met elsewhere, it can feel overwhelmin...

Resources for Helping Unhoused Patrons

Publish Date: News / 10 November 2022

Libraries are central to our communities, as places where anyone is welcome to gather, connect, and learn, but for some members of our community, they represent much more than that. For many people experiencing homelessness, the library might be the ...

Libraries & Veterans National Forum Toolkit

Publish Date: News / 25 October 2022

Veterans, military service members, and their families are among users of virtually every library across the country. Indeed, libraries play a significant role in supporting veterans and military-affiliated patrons by welcoming them to the community,...

Connecting Libraries and People through the New WorldCat.org

Publish Date: News / 19 October 2022

Libraries have always been trusted spaces in our communities, and the events of the past several years have brought more attention to the important work they’re doing. News stories highlighted the creative ways libraries mobilized to offer vital reso...

Interesting Patron Questions

Publish Date: News / 11 April 2022

The reference desk of a library is truly one of the most interesting of places. Through an initial poll in 2015, we asked WebJunction members to share the most interesting patron questions they had received, and the response was amazing. We recently ...

Listen. Partner. Follow Through: Community Engagement Principles

Publish Date: News / 4 April 2022

The best part of my job at OCLC is getting to hear about the impactful programs and activities that libraries create to solve community problems and help transform lives. I recently got the chance to talk to Nancy Pacheco and Elizabeth Gray from the ...

Pima County Library: Building Community through Cultural Humility

Publish Date: News / 25 January 2022

It’s no secret that a lot of really wonderful people work in libraries. I learn so much from having regular access to motivated, smart people who are so passionate about helping others. The best librarians possess a unique blend of conviction, commit...