Submitted by schwarz on
The Learning Round Table of the American Library Association offers their top ten customer service skills for library staff:
- Greet every customer
- Be aware of non-verbal clues
- Listen
- Restate the problem or question
- Be empathetic
- Provide alternatives to “No”
- Reserve judgment
- Get (back) to them as soon as possible
- Follow your gut instinct
- 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
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