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.
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