Customer Service

The most effective engagement can start with those who are already in your library building. You may start to notice regulars at the library, especially in the youth services section. Building rapport and friendly relationships with these families and youth is not only a wonderful perk of the job, it also provides ample opportunities for you to give fun tips and ideas to encourage the practice of early literacy skills at home, to assist with homework, and to mentor tweens and teens. You may find that it is easier for you to do this during a program, or in the chit-chat before and after a program.

Besides your regulars, you may also notice folks who are new to the library. While some people are comfortable browsing on their own, others may appreciate a quick tour of your library so you can point out relevant collections and areas.

A few suggestions in creating a welcoming, friendly environment are:

• Provide a quick tour of the youth services space to families;
• Wear staff name tags and offer name tags to program participants;
• Move around the room and interact with families as they utilize the materials, rather than staying behind the desk;
• Introduce yourself to patrons you see regularly, especially to tweens and teens, and learn their names;
• Have a pleasant expression and maintain eye contact when greeting patrons.