Customer Care in Libraries

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Date(s) - Tuesday, November 21, 2017
All Day


Facilitators Julia Barrett & Bríd McGrath

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Customer care is an important element of providing a quality, responsive library and information service to your community.  This course provides a grounding in good customer care for staff of libraries and information centres. The course is highly participative and covers good customer service, effective library policies, pro-active approaches to customers, effective communications and dealing with complaints.



  • 09.30 Welcome and introductions; exercise to frame the day
  • 9.45 Defining a quality service; good and bad customer service (Julia)
  • 10.45 Tea/Coffee
  • 11 Proactive and holistic approaches: including design environments, pathways, websites and social media (Bríd)
  • 12.30 Lunch
  • 1.15 Communicating with users: communication and listening skills, body language, telephone skills; dealing with complaints and difficult situations (Julia)
  • 2.15 Library policies (Bríd)
  • 3.00 Practical session
  • 3.45 Checklist for quality development / suggestions for improvement (Bríd)
  • 4.15 Wrap Up / Evaluation

Photo Credit: quinn.anya via Compfight cc



Bookings are closed for this event.

Terms & Conditions

Full refund for cancellations received two working days or more prior to course commencement. Cancellations received within two working days of the course commencement will not be refunded.