Stellar Customer Service: Training Library Staff to Exceed Expectations

From librarians to volunteer workers, staff to student workers, all library personnel need to deliver great customer service. This book presents innovative instructional methods that will inspire you to take a fresh approach to customer service training.

Customer service is one of the most critical staff development training areas in the library world. Every member of a library’s staff who interacts with the public needs the specialized skills and tools to work with a diverse clientele. This book addresses the need for staff training for various kinds of libraries, covering public and academic libraries of various sizes, medical libraries, law libraries, and state organization and joint-use libraries.

Each chapter of Stellar Customer Service: Training Library Staff to Exceed provides practical advice and creative solutions for showing staff how to handle customer service issues. The book identifies the essential skills and tools staff at all levels-from librarians and staff to student workers and volunteers-must have to contribute to your library’s success. Readers will learn innovative training methods, see how a wide range of libraries have approached this perennial staff issue, and get excited about approaching their own customer service training in fresh new ways.

Provides model staff training programs that have been proven successful in real-world applications

Addresses how to improve the delivery of customer service at all levels of personnel-librarians, general staff, student workers, and volunteers

Includes guidelines on re-training and evaluation of customer service training needs