Getting Started with Library Customer Service

In this self-directed course, learners will gain a beginning-level understanding of customer service in the library setting. This training addresses competencies within the Communication, Customer Service, and Ethics & Values sections of the Competency Index for the Library Field.

Welcome to Getting Started with Library Customer Service! In this course, you’ll follow along with library staff Angela, Marcus, and Jackie, as they go about their day in a public library.

Click on a module below to begin.

To navigate each module, use the navigation buttons on the bottom right of the player.
They look like this.

Please note:If presented with a multiple choice question, click on the option you think is correct in order to see the correct answer and advance in the module.

The Modules

1. Privacy, Confidentiality, and Intellectual Freedom

After completing this module, you’ll be able to:

  • Assist patrons without questioning reasons for needing materials or information.
  • Assist patrons without communicating negative judgments about the patron or the request.
  • Protect the confidentiality of all patron records and requests.
  • Refer to your library‚Äôs privacy and confidentiality policies and procedures.

2. Approachability and Attitude

After completing this module, you’ll be able to:

  • Indicate approachability and interest to library customers.
  • Demonstrate a positive attitude to library patrons.

3. Communication Skills

After completing this module, you’ll be able to:

  • Understand the essential components of good communication.
  • Use active listening skills to enhance your interactions and improve service.

4. Dealing with Conflict

After completing this module, you’ll be able to:

  • Employ techniques to control your reactions during confrontations.
  • Communicate effectively during a difficult interaction.
  • Employ a specific strategy to help diffuse sticky situations.