Service is in the Library is the act of a useful activity or help that you give someone by using your skills.

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No-No’s
Expectation
Wantsfrom
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By
Ahsan Habib
Noakhali Science And Technology
University

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No-No’s
Expectation
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In
Library

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No-No’s
Expectation
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you What is customers service?
 Service is the act of a useful activity or help that you give
someone by using your skills.
 Activities that enhance the level of customer satisfaction
and has elements of give and take.
 Be prepared to do everything you can but know that you
can never satisfy everyone.
 Learn from your bad experiences.
 We may be someone’s last resort.
 Dedicated customers become library supporters.
 Customer service is often more emotional than logical.
 Libraries are a customer service business.

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Importance's
Shelves
Circulation Desk
Computers workstations
Using the online catalogue (teaching moment)
Telephone
Website
Customers service contact points

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Importance's
What are some watch words
and no-no’s?
Please and thank you and you are welcome.
Say excuse me and I’m sorry.
Use sir and ma’am.
Use a person name when you know it .
Use yes rather than yeah.
Say it with smile.
Don’t take personal call at the desk, set food or drink
at the desk, and do not chew gum.
Do not discuss patron interaction in public areas .
Do not offer personal opinions or advice.
Try not to point ….Walk customers to the section and
shelf if needed.

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What does a Customer wants from library…

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fromyou
Services
Importance
Courteous
Approachable
and friendly
Accurate
Honest
Customer Expect “You” to be :
Timely
Efficient

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Importance
Importance of library customer
services
 Improves patron satisfaction
 Increases usage and retention
 Ensure reliability, consistency,
and accuracy
 Opening and closing on time
 Consistency in implementing
policies and procedures
 Providing correct information

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Importance of library customer services
Customer are reason are you have your job!!
If they are not happy, they will go somewhere
else!!
Customer=Revenue=Wages=Employee

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Services
Importance
How to provide excellent customers
services

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E-customers
Importance
E-customer service in academic library
Up-to-date information recourses
Provision assistance and help to look
information
Have staff that are Frained,knowledge
,courteous and ready for help
Give immediate response
Facilitate customer feedback
Create a welcoming and conducive
information environment .

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Services
E-customers
Recommendation
Importance
Recommendation
 Begin with top management commitment
 Training the staff
 Make known to customers
 Deal with complaints Be reliable.
Customer need to be heard and listened ,This is the
basics of customers service.Findout what customers need
and want, deliveries the service to fulfill their need given
some recommendation:

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Services
E-customers
Recommendation
Policy
Importance
Policy statement
Customer service is a top priority of the
library. All library customers will be
treated promptly and respectfully without
regard to age, gender sexual Orientation,
race, ethnicity, disability,
language proficiency Social or economic status.

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Services
Recommendation
Regulation
Importance
Regulations:
During interactions with library staff, customers
can expect to:
 Be acknowledged appropriately
 Be treated courteously and respectfully.
 Be valued for their input.
 Receive the same high standard of service
regardless of age, race ethnicity, religion, gender
physical limitations, or any other criteria.
 Receive prompt and timely service
 Receive knowledgeable service and
professionalism from all staff
 Have open access to traditional and
innovative resources and instruction in their use.
 Have their privacy and confidentiality
respected, and
 Have responsive, community - oriented
service.

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Regulation
6ideas
Importance
6 Ideas to Improve the Customer Experience in Libraries
 Be more welcoming
 Use QR codes.
 Pay attention to signage
 Focus on delivering a warm customer experience.
 Provide recommendations based on customer check-out history.
 Make sure your Suggest a Title for Purchase verbiage is positive.

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Services
E-customers
Regulation
6ideas
Importance
Query
Any query?