4 stars
An enlightening look on working with patrons in a library. I’m in my last semester of an MLIS program and was recommended this book for my Public Library class. While some of the information is a bit dated, it was still very helpful in preparing for working with patrons.
For those who have had training in or experience with working with customers, much of this information is probably intuitive. However, as someone who has not worked in a library and hasn’t had much traditional customer service experience, I found this to be a helpful guidebook.
It covers information such as preventative measures and basic strategies for defusing anger as well as effective listening skills, what to do in difficult situations, and digital interactions through virtual reference services and social media. Some of the information seemed obvious but all was still good to keep in mind. It was also helpful to see the rationale behind various practices and techniques. This information was especially relevant to me as I begin looking for and applying to jobs.
A helpful book for dealing with issues that come up in libraries. Also includes reflective exercises and places to practices various skills such as validating statements and disagreeing diplomatically as well as practice scripts for working with patrons.