Customer Care in Libraries

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Date(s) - Thursday, November 29, 2018
All Day

Dance Ireland

Facilitators Julia Barrett & Loretta Dignam

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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.

Facilitated by Julia Barrett and Loretta Dignam



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