Our group has created a checklist of items to use in your evaluation of your library’s customer service. Use this checklist to determine your strengths and weaknesses when it comes to the quality of customer service at your library. Some items on the list can also serve as a quick fix to improve weaknesses.
FIRST IMPRESSION
- Is the outside of the library clean, in reasonably good shape, and does it have clear signage?
- Does the surrounding area appear safe and include walkways free of obstructions?
- Is the entrance free of clutter, are bulletin boards updated and neatly arranged, is access easy for people carrying bundles of items (or pushing strollers, in wheelchairs, etc.?)
- Is the immediate interior of the library bright, neat, and easy to maneuver?
- Is the main desk or point of contact easy to locate with minimal clutter and signage?
- Are staff members neat in appearance?
- Do employees look up for each person that enters?
- Do employees great each person with a smile or hello?
- If appropriate, do employees welcome patrons by name?
- Do staff members ask what they can do to help the patron?
COMMUNICATION
- Does the staff member maintain good posture and appear non-threatening?
- Do staff members demonstrate good listening skills and restate questions or complaints?
- Does the staff member show respect and keep calm even in tense situations?
- Is the staff member knowledgeable and willing to ask a supervisor or coworker for clarification or help if something is unknown?
- Does staff respond promptly and with courtesy to patron requests?
- Do staff members avoid generalizations when talking to patrons?
- Does staff speak positively about the library, its services, and leaders while in public spaces?
- Does staff resolve customer service issues in a fair, consistent, and equitable manner?
- Are telephones answered in 3 rings or less and are online inquires answered promptly?
- Does your library have a standard/uniform phone greeting and do all staff refer to the library by the same name?
SERVICE
- Does staff try to minimize any wait time?
- Are patrons asked if they found the materials or information that they need?
- Is help offered if items are not located or more assistance is needed?
- Does a staff member walk to the stacks, demonstrate on a computer, or otherwise physically assist the patron find solutions rather than point or give lengthy verbal directions?
- Does library staff appear to be well trained and ready to answer questions?
- Are library policies designed to facilitate service or do they create barriers to service?
- Do staff members appear to value the needs of library users over enforcing library rules?
- Are suggestions gratefully acknowledged and shared with management?
- Do staff members appear productively busy when not waiting on patrons but still vigilant and approachable?
- Do patrons appear to be satisfied with the service that they received even if they did not acquire the materials or information that they originally wanted?
- Does your library open on time with everything functioning (lights on, computers on, staff at desks?
- Does your staff show up on time for their shifts?
- Does your staff follow library rules in regards to food, beverages, volume, and cell phone usage?