Guy Kawasaki posts a Top Ten list: The Art of Customer Service.
This might be good to read and apply to our libraries: how does the administration feel about customer service? How does the director/dean/head librarian feel about users? What levels of trust are their in your institutiuons between management and front line librarians and support staff? Who blames who when things go wrong? Are we hiring the right people or pormoting the right people to the right jobs?
Here’s the full list:
Start at the top
Put the customer in control (Ding Ding)
Take responsibility for your shortcomings
Don’t point the finger
Don’t finger the pointer
Don’t be paranoid
Hire the right kind of people
Under promise and over deliver
Integrate customer service into the mainstream
Put it all together