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David Lee King

Great Tips on Customer Service



From the LibTalk blog, The Determinants of Delight – this is a great article! Candi talks about how to delight library customers, and has a wonderful list of ways to accomplish this:

  • Smile
  • Be really nice, all the time
  • Get back to them as soon as possible
  • Limit the times you say no
  • Emphasize the positive
  • Speak their language
  • Go above and beyond
  • Listen to what they want and give it to them

And now, think about that list being applied to library IT staff. What if the IT staff uses this same list in order to delight THEIR customers, the non-techie library staff? Hmm? I think it works the very same way.

Comments on this entry are closed.

  • http://www.publicreadings.org Michael Riggs

    As a voracious user of the Seattle Public Library and a library patron who blogs about libraries, I couldn’t agree more. Most of the time,. librarians follow these rules and although people like me are more difficult to deter, more occasionally users who are not as hard-core can be more easily discouraged. I just posted an article based on your most recent Netflix article- what a great idea- and added you to my blogroll. You have created a great blog.

  • http://www.publicreadings.org/ Michael Riggs

    As a voracious user of the Seattle Public Library and a library patron who blogs about libraries, I couldn't agree more. Most of the time,. librarians follow these rules and although people like me are more difficult to deter, more occasionally users who are not as hard-core can be more easily discouraged. I just posted an article based on your most recent Netflix article- what a great idea- and added you to my blogroll. You have created a great blog.