Library Assistant Forum: Customer Service
This week I attended a Library Assistant Forum meeting focused on customer service for the Sacramento Public Library system. These forums provide an opportunity for Library Assistants across the system to share experiences, discuss common challenges, and learn strategies that can help improve service to patrons. The meeting was facilitated by library staff and included presentations, discussion scenarios, and open conversation among staff.
One major topic discussed during the meeting was the results of a staff survey about customer service challenges. The survey identified several key issues that staff commonly experience when working with patrons. These included providing tech help, setting boundaries with patrons, improving consistency in policy interpretation, and creating more opportunities for training and sharing knowledge among staff.
Another important concept introduced during the forum was solution-oriented customer service. This approach encourages staff to focus on what they can do to help a patron rather than immediately saying no. Staff were encouraged to provide a welcoming environment, remove barriers when possible, and use good judgment when making decisions that support patrons’ needs. The training also introduced the BLAST method (Believe, Listen, Assist, Solve/Support, Thank) as a framework for responding to patron concerns in a positive and supportive way.
The meeting also covered the “Scale of Yes,” which explains how some policies are strict while others allow flexibility. Policies related to safety and privacy are not flexible, while some service policies may allow reasonable exceptions depending on the situation. Staff discussed the importance of communicating clearly when an exception is being made so that it does not become an expectation in the future.
Another major part of the discussion focused on tech help and customer service. Library staff frequently assist patrons with tasks such as logging into computers, printing documents, navigating websites, and sending emails. However, the training emphasized that library staff are not expected to act as IT specialists. Instead, staff should guide patrons through basic steps and provide resources when the request becomes too complex or time-consuming.
A particularly useful part of the training discussed the difference between grumpy behavior and abusive behavior. Patrons may sometimes express frustration or impatience, but that does not necessarily mean they are being abusive. However, behavior such as threats, slurs, or personal insults crosses a line and staff are encouraged to set clear boundaries and prioritize safety in those situations.
One of my main takeaways from the forum was the importance of empathy and communication when working with the public. Even when staff cannot provide exactly what a patron is asking for, it is important to acknowledge their situation, explain the limitations of library services, and offer alternative solutions when possible. This approach helps maintain a positive interaction while still enforcing library policies.
Overall, this forum helped me better understand the role of customer service in public libraries and how staff work to balance patron needs, library policies, and limited staff time. The discussion and scenarios provided practical strategies that I can apply when assisting patrons during my internship.