Customer service

06Apr08

In my ideal world, customer service training or more specifically, a dealing- with-difficult-people workshop, would be an essential course for incoming qualified library technicians. The biggest difference between what libraries offer versus the Internet is personalized customer interaction. Especially in corporate libraries, we retrieve and deliver customized information to the users. Or sometimes it is not customized but personalized. At one library the library tech (“Marcia”) delivered a daily newspaper to executives, as part of her morning routine. Marcia was uncomfortable doing it as she felt it was a demeaning chore. But the executives and the library manager appreciated Marcia going the extra mile to get the information to the users. It was a friendly gesture, when so much of the library’s interactions with users was either e-mail or phone. In the long run, Marcia’s profile in the library was raised, and she often was the point person that executives would go to for research. So my hat is off to great customer service, like the examples below:

  • Marcia’s ability to find, print and hand deliver the report to the user who needs it urgently for a meeting
  • Marcia coaching another library staffer in Excel in order to print out reports
  • Showing users how to use Google maps so they can plunk in their own directions

–Brenda

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3 Responses to “Customer service”

  1. Good Layout and design. I like your blog. I just added your RSS feed to my Google News Reader. .

    Jason Rakowski

  2. great customer service is always a BIG plus point for every company =)

    Mike


  1. 1 Advocacy « Library technican dialog

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