Customer Service in the Digital Age

For the past couple of weeks I have been preparing a class on delivering excellent service to today’s library user.  While I have practical experience in delivering the type of service that is expected in libraries today, thinking about user expectations was something I had not done in quite a while.  The thing is, while the means of delivering excellent service–in libraries and elsewhere–have changed over the decades, the principles that define excellent service have not.  I don’t think they ever will.  What has changed is customer expectations of convenience, which means libraries really need to step up their game in terms of the services they provide.


To comment, click on the speech bubble to the right
 of the blog post title (or click “leave a reply” at the 
end of the post), then click on the tiny orange speech 
bubble to the left at the bottom of the post.  
Thanks, and I look forward to hearing what you have to say!



Leave a Reply

Your email address will not be published. Required fields are marked *