Customer Service is Foundational for Libraries
So why is it inconsistent within libraries?
This is the question with which our team began. We are all located in different regions, different libraries, and different departments, yet we have all experienced inconsistent customer service in libraries.
Why a library-specific approach?
Library staff are comprised of individuals who have varied backgrounds and are tasked with a broad spectrum of duties while they serve different communities with varying needs.
What is customer service?
We believe customer service is doing our work with the customer (or patron) in mind. Our tasks, services, and interactions should ultimately lead back to serving our patrons and our community.
How to create consistency?
Consistency doesn't come from just a set of phrases or procedures. Consistency comes from a shared mindset that can be adopted by every staff member in every position at the library.
Meet our team
Assembled during the 2026 New York Library Association's Developing Leader's Course, our team includes members from four different libraries in New York.
