Take Five for Customer Service
Document Type
Article
Publication Date
2016
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.
Publication Title
Pennsylvania Libraries: Research & Practice
Recommended Citation
Laura J. Ax-Fultz, Barbara Eshbach, Evonne N. Loomis, and Richard C. Miller, Take Five for Customer Service, 4 Pa. Libr.: Res. & Prac. 6 (2016).