Patron bashing—i.e. venting, ruminating, gossiping—might be the greatest failure when it comes to customer service and perhaps the greatest barrier to excellent customer service in libraries. It creates a toxic, negative environment that stunts innovation, wastes time, and waters down service. If that isn’t bad enough, patron bashing is a drain on our mental and organizational health.
Posts Tagged ‘library customer service training’
When it comes to making changes in the workplace, most of us already know to look for inspiration from other libraries and librarians, and even other nonprofit groups, but there is much to be learned from the for-profit world. If you’re looking to improve your statistics and create a new, vibrant environment, check out some corporate strategies and adapt them for your library. Adaptation is crucial—what was popular and worked well before may be passé and ineffective now, and a service or medium of communication that seemed like a passing fancy may be here to stay.
Achieving excellent customer service requires a culture change in your library organization that is driven internally through the engagement and validation of staff. The complex subjects of behavior change and persuasion have been studied as far back as the ancient Greeks. Aristotle’s seven causes of human motivation conclude that insight alone does not produce behavior change. A person’s behavior will only change when that person’s beliefs change.