Barriers to Customer Service in Law Libraries: An Impromptu Study - What we can learn from the challenges faced by public and law librarians

摘要

Customer service is like "The Force" of Star Wars fame-- it surrounds us and binds us together as professionals and as fellow human beings. The "customer service" force is strong in some workplaces, weak in others, and virtually unrecognizable in an unfortunate few. While I don't consider myself to be a Jedi Knight of customer service practitioners, I am certainly an enthusiast of the practice, and this enthusiasm has taken many forms throughout my professional career. In library school I was intrigued by the lack of focus on customer service as an applicable business principle to libraries. I mean, if we're going to discuss drafting a business plan, why is customer service not at the very least a topic on a course syllabus?.