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

Publish Date: News / 25 November 2019

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're revisi...

Prioritizing Accessibility and Disability Inclusion at Your Library

Publish Date: News / 18 July 2019

Putting a focus on accessibility helps create a library that can be enjoyed by more people and can connect more people to the information and resources they need. Opportunities to make libraries more accessible can include decisions about your collec...

Customer Service in Libraries: Meeting Evolving Needs

Publish Date: News / 29 May 2019

Customer service is one of the most consistently popular topics on WebJunction. From attendees at live webinars to users of the content in our Course Catalog, it is clear that customer service is on the minds of library staff. The interest extends be...

Community Engagement: Redefining the Library as Town Square

Publish Date: News / 15 May 2019

Libraries are evolving, leaning outside of our walls, connecting with our communities in new and powerful ways. Defining our "why" requires understanding how to shift our focus from books to people. Our purpose is to support people and thei...

Blessing Box: Take What You Need, Leave What You Can

Publish Date: News / 28 March 2019

This is the second article in a series published in collaboration with the Association for Rural and Small Libraries (ARSL), highlighting innovation shared on ARSL's amazing and active Listserv.

ARSL member Jennifer Johnson-Spence, serves as...

Small But Mighty Library Management and Innovation

Publish Date: Webinar / 5 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.