Learning from Our Mistakes: Reflections on Customer Service and How to Improve It at the Reference Desk |
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| Authors: | Laura Saunders |
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| Institution: | Simmons College Graduate School of Library and Information Science , Boston , Massachusetts , USA |
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| Abstract: | Libraries have to compete with a barrage of online resources for patrons’ attention and with other campus departments for scarce funding and resources. In this competitive environment, customer service is one of the best strategies librarians can employ. Satisfied patrons will continue to use our services, thereby providing support for libraries’ budget requests. Even though librarians understand the importance of customer service, we do not always succeed in putting it into practice. Drawing on experiences from teaching a reference course, the author reviews examples of poor service and offers some ideas and guidelines for improving service on the front lines. |
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| Keywords: | Customer service reference satisfaction training professional development |
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