Take Five for Customer Service

Laura J. Ax-Fultz, Barbara E. Eshbach, Evonne N. Loomis, Richard C. Miller

Abstract


Businesses leverage excellent customer service to improve profitability. Although not profit-driven, libraries should leverage excellent customer service to achieve their unique missions. Evaluating and improving customer service practices will help a library determine if it is successfully serving its customers. The library should review three areas to improve customer service: the physical space of the library, how library employees work with library policies, and the communication skills of the library staff. By using the Take Five model, the library can make immediate, no-cost changes or plan for future improvements by taking just five minutes, every day, to assess specific areas. Over a few weeks or months, these small changes will result in better customer service.


Full Text:

PDF


DOI: https://doi.org/10.5195/palrap.2016.123

Refbacks

  • There are currently no refbacks.




Copyright (c) 2016 Laura J. Ax-Fultz, Barbara E. Eshbach, Evonne N. Loomis, Richard C. Miller

Creative Commons License
This work is licensed under a Creative Commons Attribution 4.0 International License.