Too Much Customer Service?

摘要

When it comes to customer service, librarians are caught in a paradox that may drive patron expectations beyond what can be fulfilled. More and more, library directors request customer service training even as surveys reveal high levels of patron satisfaction. In one survey I conducted, library staff were ranked close to excellent on their responses, knowledge of materials, friendliness, and more. So, why is there so much drive to keep besting customer service standards? Library staff are largely dedicated to doing good work, providing good service. For many, sharing a passion for books, media, and information is part of the joy and mission of the profession. Manage-ment and boards encourage this service orientation with concepts like, "The customer is king" and "Do what it takes." Patrons invariably ex-pect service that resembles what they experience elsewhere. However, good customer service is difficult to define. When is enough, enough?