Wednesday, November 28, 2012

Top 5 customer service tips for your library

Here are the top 5 things that I have learned while training and learning about customer service for many (many!) years. Like all things the more I learn, the more there is to learn. Life is a work in progress!

Be healthy!
Eat well, exercise and get enough sleep. It is much easier to be helpful if you feel good.

3 Cs! Make a connection. Have a conversation. Create options.
Connect with a smile, eye contact or by listening to cute cat stories. Good conversations often include clear simple language and are at least 50% listening. Create options based on what will work for this patron or co-worker.

It is everyone’s job to make everyone else’s job easier.
If every co-worker tried to make things easier on the people they work with, wouldn’t the world be a lovely place? Do your fair share of the workload. Be kind, courteous and open to others’ ideas.

You can only control your own behavior and expectations.
You cannot make anyone else behave the way you want. However, by setting a good tone and working collaboratively, you will be amazed at how many patrons and co-workers will follow your lead. Set reasonable expectations -- it is impossible for everyone to do things your way all the time! -- so that you can avoid disappointment and be open to new ways of thinking and doing.

Forgive and forget.
Holding on to negative feelings is extremely stressful. Be good to yourself and others and let it go. Let minor disappointments go quickly. For more major issues, remember that everyone makes mistakes and that people often grow and change. Give it some time, then give people another chance. 

Jennifer Steward is the Circulation Analyst for Multnomah County Libraries, and is a regular blogger on sup·port·abil·i·ty.


  1. This comment has been removed by a blog administrator.

  2. Nice Blog ,Thanks for Sharing the information.Customer Satisfaction is very important to grow up the business.

  3. thanks for good and useful information. It was really a very informative post.

  4. NICE BLOG!!! Thanks for your valuable information,

  5. Good to read :)

  6. The stuff you are penning blows out my mind. Customer Service UK