Abstract
Businesses leverage excellent customer service to improve profitability. Although not profit-driven, libraries should leverage excellent customer service to achieve their unique missions. Evaluating and improving customer service practices will help a library determine if it is successfully serving its customers. The library should review three areas to improve customer service: the physical space of the library, how library employees work with library policies, and the communication skills of the library staff. By using the Take Five model, the library can make immediate, no-cost changes or plan for future improvements by taking just five minutes, every day, to assess specific areas. Over a few weeks or months, these small changes will result in better customer service.
Highlights
Business and Customer ServiceBusinesses understand the relationship between good customer service and profits
Some companies even promote their high standards for customer service through marketing and branding
Perhaps the problem is that libraries assume staff will strive for good customer service but do not provide clear guidance to make that happen
Summary
Business and Customer ServiceBusinesses understand the relationship between good customer service and profits. Perhaps the problem is that libraries assume staff will strive for good customer service but do not provide clear guidance to make that happen. A library should establish what excellent customer service will look like, keeping in mind that customer service problems fall into one of three broad categories: physical space, library staff and policies, and communication. The second step is to use the First Impressions Checklist as a guide to analyze the three broad areas of customer service: physical space, staff and policies, and communications as explained below.
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