Putting Service into Library Staff Training

Library Journal

Today, libraries are faced with major questions and entirely new concepts, especially about their relationship with their customers. Bessler presents excellent ideas on how to better understand customer service in libraries, a long-overdue application of sound ideas already common in business. She discusses developing a mission, recruiting/training service-focused employees, orienting everyone to this service concept, and dealing with difficult customers. It's no wonder many libraries have a hard time defining their users as customers. However, it's now the ``two-minute warning'' for libraries, and unless this customer focus is adopted, replacing old ``bulletin-board decoration'' concepts, you can bet on continued erosion of support from the customers who pay the way. An absolute must for all librarians.-Dale Farris, Groves, Tex.