Library Customer Service
Changing Needs, Changing Service
Libraries are changing. Library customers have greater needs and expectations, while reductions in funding continue to be an issue. Educating people about the benefits of libraries and advocating for their continued support is essential. A critical component of advocacy is very well articulated by Peter Bromberg the Executive Director of the Salt Lake City Public Library: "While customer service may not equal advocacy, I'd argue that it is certainly part of the foundation upon which advocacy is built. Good luck doing advocacy if you give crap service to your customers!" With this in mind, improving customer service has clearly become more important than ever.
Contact Laurie now at (248) 761-7510 for Library Customer Service Training.
"I will tell you that my newest library staff member specifically commented on how much she enjoyed the examples given. She has a strong customer service focused work history, but this is her first experience working in a library. She felt like she came away with some concrete 'scripts' almost of how she can respond when in a new situation."
—KATHLEEN CONNELLY-BROWN,
Branch Manager,
Stilwell Public Library
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