Archive for the ‘Customer Service’ Category

Different types of libraries provide different types of service. Public libraries help patrons find things; academic libraries teach students how to do the finding themselves. Working in a private firm library, I tailor the service I provide to the client: articling students and junior associates get shown how to find things, while senior partners get what they ask […]

I am feeling burned by a combination of poor customer service and Web 2.0 technology. I signed up for a workshop with one of my professional associations. This group has dived into Web 2.0 in a big way, as I registered online for the workshop and paid with PayPal. Or so I thought, as the group took my […]

I’m fortunate to live in a province that hasn’t been too badly hit by the current recession, (which I am reluctant to say is over, despite Prime Minister Harper’s announcement). And even though I have a reasonably secure private library, I still pay close attention to articles on librarians and vendors, particularly if the focus is […]

Librarian Jennifer Burns of Toronto (full disclosure: I am friends with Jennifer) went to the 10th annual Northern Exposure to Leadership Institute held in British Columbia this year. I have heard positive feedback about this focussed small group learning opportunity. It brings together both new-to-the-profession and experienced librarians. Jennifer had some interesting thoughts about where […]

It’s easy to be negative but people should acknowledge postive customer service, too. One of my responsibilities is serials management in a large special library. Did we get the latest issue of a title? Or is there a lapse in the subscription. Recently I called Aspen, a U.S. legal publisher, about claiming a missing journal […]

The little things count a lot for adding value to library service. You don’t need a gazillion dollars, but you need some imagination and consistent standards. Here are some of the things Brenda and I do: Brenda: One of my best practices is pretty basic office procedures. When I sign out a journal to a […]

The newest edition of AALL’s (American Association of Law Libraries) Spectrum has several articles I found interesting (hat tip to Library Boy Michel-Adrien Sheppard). As I’ve mentioned before, professional library associations such as AALL, SLA, and CLA all publish journals to add value to their members. I especially appreciated the articles on being a Brand Ambassador and vendor relationships. Both […]

Nudge, nudge


I’ve written before about how important networking is for special librarians, especially solos like me. Having like-minded colleagues is helpful when you’re trying to come up with ideas on how to grow your library. A couple of events happened in the space of a week that really resonated with me, and I’ll share them here. […]

I blew it. Yesterday, amidst some “retail therapy”, I behaved churlishly (don’t you love that word!) to a lowly sales rep. Yes, their display was misleading, putting sale items with full price items, but they are people too, and there’s no need to be rude. Besides, in the big scheme of life, the universe and […]

Kudos to the Houston Area Library System for an excellent three-part module on Customer Service training. Some good pointers on effective listening, verbal cues and non-verbal behaviour in customer interactions, and handling difficult patrons are outlined. I especially liked the logical steps in diffusing difficult customer interactions. My basic tenets are to allow the person […]


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