If you work in customer service, you know the drill: most customers are polite, reasonable, and a pleasure to help. But every now and then, you come face-to-face (or ear-to-ear) with someone who’s angry, impatient, or downright rude. These moments can be stressful —...
If you’ve ever walked away from a tough conversation with a parent, patron, or carer feeling mentally drained, you’re not alone. Whether you’re in a childcare centre managing nervous or frustrated parents, or a library dealing with demanding or disruptive...
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...
In a time where the value of community services is being constantly assessed, libraries have proven time and again that they are more than just book depositories – they are essential hubs for learning, connection, support, and belonging. Yet despite this pivotal...
You can feel great customer service just as easily as you can spot poor service from a mile away. And so can your customers. Whether it’s the indifferent tone, the “I don’t know” answers, or the lack of confidence in handling an issue,...
