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 / 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...

Skills for Community-Centered Libraries Curriculum Available

Publish Date: News / 23 September 2021

Like many libraries across the nation, the Free Library of Philadelphia is undergoing a paradigm shift. Increasingly, our focus is not only on extensive collections but on how we are engaging with our communities. To address this shift, the Free Libr...

On Implicit Bias and Communication

Publish Date: Webinar / 8 July 2021

Reflect on how life experiences, traditions, and beliefs impact communication and explore strategies for facilitating deeper discussions and stronger connections as steps toward developing a more community-centered library.

Building Connections with Community Assets

Publish Date: Webinar / 3 June 2021

Explore strategies for connecting with community assets in-person and online as a step toward developing a more community-centered library.