The Learning Round Table of the American Library Association offers their top ten customer service skills for library staff:

1. Greet every customer
2. Be aware of non-verbal clues
3. Listen
4. Restate the problem or question
5. Be empathetic
6. Provide alternatives to “No”
7. Reserve judgment
8. Get (back) to them as soon as possible
9. Follow your gut instinct
10. Thank them for using the library

Go to full article for helpful details on each customer service skill.

In a time when funding is at an all-time low it can be easy to be discouraged and feel helpless, but no matter what, we always have control over how we interact with patrons. ~ Stephenie Walker