We don’t often think of libraries as customer service hubs. After all, they’re quiet, calm places filled with books, not buzzing call centres or sales floors. But the truth is, every interaction in a library is a customer service moment, and those moments matter more than you might think.
Whether it’s helping someone navigate the self-checkout, calming a frustrated parent whose child is having a meltdown, or patiently explaining the printer for the fifteenth time that day, how your library team communicates can deeply affect how patrons feel about your service, your team and the library itself.
The Power of a Single Interaction
Picture this: A patron walks into the library. They’re new to the area and not quite sure how things work. Maybe they’re feeling anxious. Maybe they haven’t used a library in years. They approach the desk and ask a question that, to the staff member, seems obvious.
There are two possible outcomes here.
Option A: The staff member responds curtly. They assume the patron should already know this. They point vaguely in a direction and move on with their task.
Option B: The staff member smiles, offers a warm welcome, and says, “Let me show you how that works.” They take a moment to walk with the patron, explain the system, and ask if they need help with anything else.
The interaction takes 30 seconds either way. But the impact? Miles apart.
In Option A, the patron feels embarrassed, maybe even unwelcome. They leave with a sour taste in their mouth, thinking, “I’ll just Google it next time.”
In Option B, they feel supported, seen, and confident. They’re likely to return, and maybe even tell a friend.
Why It Matters More Now Than Ever
Libraries today aren’t just about lending books. They’re community hubs, tech centres, safe spaces, education providers, and so much more. That means the expectations on staff have changed, too.
People come in with questions about everything from toddler story times to job applications, from using databases to renewing passports. The way staff handle those moments often determines whether patrons return or disengage completely.
And while most library teams are passionate, helpful, and incredibly resourceful, the reality is that many haven’t had formal training in customer service. That’s where the gap starts to show.
It’s Not About Being Perfect, It’s About Being Present
You don’t have to have all the answers. Most patrons aren’t expecting that. What they want is empathy. Clarity. A bit of patience. And maybe, when they’re having a rough day, just a moment of kindness.
It’s often the tone, not the answer, that leaves a lasting impression.
We’ve heard time and time again that staff are too busy to stop and chat, but in reality, customer service isn’t something extra, it is the job. And the good news? With the right tools and training, providing exceptional service doesn’t have to take extra time. It just takes intention.
What Great Service Looks Like in Libraries
- Acknowledging people as they enter, even if you’re busy
- Using plain language instead of library jargon
- Staying calm and kind when dealing with difficult patrons
- Offering to walk someone through a process, not just tell them
- Being aware of your body language—eye contact and open posture go a long way
- Having a consistent approach across your whole team
Invest in Your Team, And Your Community
One conversation can change everything. It can turn a frustrated visitor into a loyal patron. A curious passer-by into a lifelong member. And an ordinary day into an extraordinary one.
If you want your library team to build confidence, reduce stress, and handle every interaction with ease, customer service training isn’t just nice to have, it’s essential.
At Sparkle Training, we specialise in delivering practical customer service training tailored specifically for libraries. We understand the environment, the challenges, and the kinds of conversations your team faces every day.
Ready to help your team turn every interaction into a positive one?
Contact Sparkle Training today to learn more about our tailored customer service programs for libraries. Let’s help your library sparkle.
Call 1300 611 288 or email info@sparkletraining.com.au
Author – Garret Norris – https://www.linkedin.com/in/garretnorris/