Customer Service

• How do library programs and services relate to customer service?

Librarians deal very heavily with the public. If the public is not happy, then they are less likely to visit the library. Patron activity is what helps keep funding in a library, so it is a chain reaction: unhappy patrons leads to lack of patrons which leads to lack of funding. 

• How do library programs and services impact the surrounding community and meet diverse user needs?

Libraries must react to how a community responds to its services and programs. For instance, my local library uses an app that has e-books, audiobooks, music, and movies for patrons' use. Normally, the library allows only 10 borrows of any kind per month. However, with the COVID-19 pandemic, the library is temporarily allowing 20 borrows per month. They understand that patrons cannot access the library directly, and this is a good temporary substitute. 

• How do libraries need to be prepared to meet the changing needs of the community?

Libraries should have a suggestion box so patrons can give input on the offered programs and services, and to also give suggestions on what they would like to see in their library. If the public feels like they had a say in what is being offered in their local library, they will feel a sense of community.  

• Did your library visit and interview with a librarian expand your perspective on library programs? How?

I did not interview the librarian when I took the class. 

• What are the main takeaways for you from this course?

This course has given me a different perspective on programs and services. I did not realize how involved the process was for offering programs. The customer service aspect of this class is not new to me. I have been in customer service for a long time, and I know how to address customer concerns and issues.