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This column appeared in the Journal on March 21, 2008. Past columns can be read at juliewinkelstein.com

“Customer service workshops can range from the perennially popular dealing with difficult patrons to conducting effective reference interviews.” From Rachel Singer Gordon’s “The Accidental Library Manager”    

 

Being a public librarian is about public service. Those of us who work directly with the public spend a great deal of our time interacting with people. We answer questions (can you help me download a photograph from my email?); we give opinions (could you recommend a book for my ill wife who loves to read?) and we help locate things (this book is supposed to be on the shelf, but I can’t find it). (more…)

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