As the year comes to a close, libraries have a unique opportunity to reflect on their customer service practices and identify ways to enhance the experience of their patrons. Libraries are community hubs that provide valuable resources, learning opportunities, and spaces for people of all ages to gather and learn.
Excellent customer service is at the core of fulfilling this mission. In this year-end reflection, we’ll look at how libraries can assess their customer service and set actionable goals for the year ahead.
Reviewing the Year: Key Metrics and Feedback
Start your reflection by looking back at key customer service metrics. Consider metrics like the number of patron visits, program attendance, resource circulation, and digital engagement. However, metrics alone don’t tell the whole story. You can gather feedback from patrons through surveys, suggestion boxes, or online reviews. Patron feedback can highlight specific needs, common challenges, and areas where staff efforts have truly made a difference.
Questions to consider:
• What did patrons appreciate most this year?
• Were there common complaints or requests?
• How did patron behaviour change, and what new needs emerged?
Ongoing Training & Development for Staff
At Sparkle Training, we believe that Customer service in libraries extends beyond basic interactions. Investing in ongoing training and development ensures staff are equipped to handle a variety of patron needs, from assisting with digital resources to creating an inclusive environment. Engaging with an external training provider to arrange workshops or training sessions that are tailored to your library and your specific team can keep staff up-to-date with the latest tools, resources, and best practices, as well as giving them techniques to deal with difficult situations they may face day-to-day.
Offering development opportunities is also a good way to boost staff morale, showing employees that they are valued and supported in their roles. By making training a priority, libraries can build a knowledgeable and confident team that enhances visitor’s experiences year-round.
Staff Perspectives: Recognising Challenges and Wins
Library staff are on the front lines of customer service, so their insights are invaluable. Conduct staff meetings or one-on-one interviews to gather perspectives on what worked well and what could be improved. Staff feedback can often reveal recurring issues that may not surface in patron feedback, such as technology frustrations, procedural bottlenecks, or underutilised resources.
Questions to ask staff:
• What challenges impacted customer service this year?
• Which tools or processes could be improved?
• What wins or special moments stand out?
Highlighting Successful Initiatives
Reflect on any new initiatives introduced this year. Did you create a virtual story time program, or enhance online resources? Use these moments to celebrate the library’s adaptability and commitment to serving the community. Recognising the successes of the past year not only boosts morale but also provides insights into what can be expanded or adapted in the coming year.
Training and Skill Development: Preparing for the Future
A library’s success in customer service relies heavily on staff training and development. The end of the year is an excellent time to assess training needs. Topics like conflict resolution, digital resource assistance, and inclusivity can enhance interactions and create a welcoming environment for all patrons.
Consider the following training areas:
• Digital literacy for helping patrons access online resources
• Cultural competency to better serve diverse community members
• Conflict management to address challenging patron interactions
Setting Goals for Improvement in the New Year
Based on feedback and reflection, set specific, measurable goals to improve customer service. These might include introducing a new feedback system, updating signage for accessibility, or implementing a “Library Ambassadors” program to make new patrons feel welcome. Ensure each goal is realistic and includes milestones to track progress throughout the year.
Examples of year-end goals:
• Introduce monthly customer service workshops for staff
• Launch a new patron onboarding program
• Improve the accessibility of library resources for patrons with differing needs
Staying Flexible and Open to Change
Finally, remember that the needs of the community evolve. A flexible, open-minded approach to customer service will allow your library to adapt to new challenges and opportunities.
Encourage staff to:
• Remain responsive to feedback
• Embrace change
• Find joy in the work of connecting visitors with resources
Year-end reflection provides an opportunity to celebrate your library’s impact on the community and to commit to further improvements. By engaging in ongoing training for your staff with Sparkle Training, gathering feedback, celebrating wins, and setting new goals, libraries can ensure they continue providing excellent service within the community.
As we enter a new year, let’s keep the heart of our libraries open, welcoming, and ever-evolving.
Contact SPARKLE Training today to discuss our tailored Customer Service Excellence Training Programs and the value they can bring to your Library Service.
Call 1300 611 288 or email info@sparkletraining.com.au