Abstract
Purpose – The purpose of this paper is to understand the importance of customer service training in libraries.Design/methodology/approach – The approach takes the form of a literature review and commentary on two training programs that improve customer service.Findings – The fish philosophy and the pickle principle are two training programs that can be used in staff development programs for library workers.Originality/value – The value is in addressing this issue and implementing customer service training for employees, resulting in improved productivity for staff and for the library patrons.
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