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Professional Development for Delaware Library Staff: Customer Service

Statewide Professional Development Team

Definition - WJ Competency Index

The delivery of excellent customer service is a fundamental factor in effectiveness and needs to be prioritized throughout the organization. Interactions with users require trust, respect and focus on the needs of the individual. It is necessary to deliver quality customer service to virtual users as well as to users within the building. Library staff:

  • Manage the library environment to enhance the user experience.
  • Develop and evaluate standards and practices for the delivery of quality customer service.

  • Apply customer service skills to enhance the level of user satisfaction.

  • Apply effective techniques to address difficult situations with users.

Training Needs Assessment Rankings

Customer Service ranked #7 out of 51 self-identified urgent training needs.  It ranked #14 out of 60 topics staff would like training in.  11% (14) of respondents indicated they would like training at the Beginner level, 33% (41) would like training at the Intermediate level, and 55% (68) would like training at the Advanced level.

Customer Service is identified as a CORE skill for Sussex County libraries.

Customer Service Standards

Safety - Provide a safe environment for staff and public, ensuring privacy, confidentiality, and physical well-being.

Courtesy - Treat everyone with kindness and respect.

Knowledge - Be aware of library policies, procedures, and resources.

Efficiency - Provide accurate and timely service with the best use of tangible and intangible resources.

DDL Contact

Delaware Libraries Service Standards

Online Learning

Selected Bibliography

Additional Resources