Customer service – we hear about it every day, if not every hour! Sadly, what many call “service” in today’s world is simply the minimum attention required to get the transaction over with.
We all know that with budget cuts and the ever-present “doing more with less,” there is still a need to make sure our patrons are being served – and being served well. Indeed, if our patrons are unhappy, there’s a strong likelihood that we may experience even more budget cuts. It’s hard to convince those who hold the purse strings that they should let loose of those strings if the people we are supposed to serve think we don’t care!
Your library is a wonderful place – people learn, you help patrons find information they need, you provide so many resources for people – all good reasons to cheer. And when our patrons are our biggest cheerleaders, it becomes obvious why we exist – and why we should continue to do so!
Linda Bruno: With programs on a wide variety of topics such as customer service, supervisory skills, communication, emotional intelligence, and personalities (along with many others), Linda develops and conducts training for clients across the United States. She is also a certified facilitator for the well-respected talent management firm, Development Dimensions International.
Competency Index for the Library Field: Essential Library Competencies; Library Management Competencies
Skill Level: Introduction & Beyond Basic