Obstacles to Good Customer Service In Libraries

Elaine Lasda BergmanNYLA Annual Conference

November 7, 2015elasdabergman@albany.edu

@ElaineLibrarian

CUSTOMER SERVICE TRAINING IN LIBRARIES

http://www.noyeslibraryfoundation.org/Images/librarian%201949.jpg

http://www.webjunction.org/events/webjunction/Customer_Focused_Library.html

http://www.ala.org/pla/onlinelearning/webinars/ondemand/customerservice

http://coloradovirtuallibrary.org/create/getting-started-library-customer-service

http://www.librarylearning.info/events/?eventID=17525

http://www.westchesterlibraryassociation.org/workshops/

CUSTOMER SERVICE POLICIES IN LIBRARIES

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http://blog.lib.umn.edu/biomdoc/access_services/2007/07/customer_service_skills_review.html

http://library.longwood.edu/about/policies/customer-service-guidelines/

http://jpl.coj.net/lib/customer-service-policy.html

http://www.mariannelenox.com/2009/12/top-ten-customer-service-skills-for.html

http://www.bklynlibrary.org/policy/customer-service

WHAT ARE SOME OBSTACLESTO FOLLOWING GOOD CUSTOMER SERVICE RULES? HOW DO WE OVERCOME THEM?

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GREET EVERY CUSTOMER

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RESPECT USERS AND TREAT THEM ACCORDINGLY

BE APPROACHABLE AND INTERESTED

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THE CUSTOMER IS ALWAYS RIGHT

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http://www.quickmeme.com/img/1f/1fd8582c255ce2fc2c35274834da609fd33aa4c25997c8fde949d0b4d3db5484.jpg

GO THE EXTRA MILE!

http://notalwaysright.com/close-at-8/33060

DETERMINE IF THE CUSTOMER IS SATISFIED

THANK YOU FOR COMING!

Elaine Lasda Bergman

University at Albany Libraries

elasdabergman@albany.edu

http://www.slideshare.net/librarian68/