Customer Service at the Library

Aimed directly at front-line library staff, this presentation packs a lot of sound advice into a short time frame, asserting that the ABCs (Attitudes, Behaviors, and Connections with customers) are the cornerstones of creating exceptional customer service. The program also reminds viewers that there are two kinds of clients to serve—external (the folks who pass through the front doors every day) and internal (the colleagues who come through the staff entrance). Noting that every patron is important, Customer Service at the Library also makes the point that loyal visitors are especially significant, since as regular users of services, staff get to know their needs better over time (and these people often become advocates for the library). Of course, not everyone returns. Why not? The biggest reason offered here—certainly debatable—is the poor attitude of those behind the desks, with the most deadly sin being simple indifference. Through modeling and role playing, viewers are shown (in a Goofus and Gallant–like style) bad behaviors and responses, contrasted with others that are more likely to help create satisfied and happy clientele. The accompanying booklet includes a customer service quiz. As a staff training or refresher course, this is recommended, overall. Aud: P. (C. Block)