The Ohio Library Council site for 'New Staff Orientation' gave a good reminder that each staff person is contributing to meeting the mission statement of serving the public. Regardless if you're working in the area that deals directly with the public, serving the patron via internet or, working behind the scene we're striving to provide excellent customer service.
Also, from OLC is the importance of perception of the library to the library user. I feel MCPL has very similar concerns from our patrons and their perception of our libraries and the services we offer. I was reminded of the adage 'you never get a second chance to make a first good impression'.
I think the Houston Area Library System 'Customer Service 123' is user friendly and, is beneficial to all staff. For a quick reminder on topics from customer service on the phone, to expectations on the frontline, to dealing with difficult patrons its easily accesible to find the answers.
No comments:
Post a Comment