Take Five for Customer Service

Authors

  • Laura J. Ax-Fultz The Dickinson School of Law of the Pennsylvania State University, Dickinson Law
  • Barbara E. Eshbach Penn State York
  • Evonne N. Loomis Northampton Community College
  • Richard C. Miller Osterhout Free Library

DOI:

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

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.

Author Biographies

Laura J. Ax-Fultz, The Dickinson School of Law of the Pennsylvania State University, Dickinson Law

Laura J. Ax-Fultz, MLS, JD, is the Information Services and Outreach Librarian at The Dickinson School of Law of the Pennsylvania State University, Dickinson Law, Carlisle, PA.

Barbara E. Eshbach, Penn State York

Barbara E. Eshbach, MLS, is the Head Librarian at Penn State York.

Evonne N. Loomis, Northampton Community College

Evonne N. Loomis, MLS, is the Acquisitions Librarian at the Bethlehem Campus of Northampton Community College, Bethlehem, PA.

Richard C. Miller, Osterhout Free Library

Richard C. Miller, MLS, is the Executive Director and System Administrator of the Osterhout Free Library, Luzure County Library System, Wilkes-Barre, PA.

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Published

2016-05-23

Issue

Vol. 4 No. 1 (2016)

Section

Practice

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Revised 7/21/2020. Revision Description: Updated to APA 7th style.