Lecture 2 + Recommended Readings

Question 1

What are the 4 truths about library service?

Answer 1

1. All of us want to provide good service.
2. Many of us SAY we give good service.
3. Patrons expect good service.
4. Every interaction is an opportunity to exceed expectations.

Question 2

What are 6 ways to give extreme customer service?

Answer 2

Convenience, comfort, hospitality, quality, trust, wow.

Question 3

What are 3 principals to library service?

Answer 3

1. Every interaction brings the user one step closer to their goal;
2. Library user experience orchestrated from beg to end;
3. Make sure visitors are successful.

Question 4

5 expectations users have when going to the library:

Answer 4

Wide selection of goods & services, easily searchable databases, good value, prompt delivery, convenient help & feedback.

Question 5

How do I provide good customer service?

Answer 5

Know your library; Know your job; know your customers; know yourself.