Customer Service

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Resources on ways to provide effective, efficient service to library users, customers, patrons.


ALA Statements

ALA Code of Ethics

Guidelines for Behavioral Performance of Reference and Information Service Providers (ALA Reference & User Services Association (RUSA), 2004)

Guidelines for Information Services (ALA Reference & User Services Association (RUSA), 2000)


General Customer Service Resources

Allen, Derek R., Customer Satisfaction Research Management: A Comprehensive Guide to Integrating Customer Loyalty and Satisfaction Metrics in the Management of Complex Organizations. Milwaukee: ASQ Quality Press, 2004.

Brussels Airlines Customer Service. YouTube (0:44) Truly going the extra mile!

Cooper, Alan. The Inmates are Running the Asylum. Indianapolis, IN: Sams, 2004.

Denove, Chris and James D. Power. Satisfaction: How Every Great Company Listens to the Voice of the Customer. New York: Portfolio, 2006.

Donoghue, Karen. Built for Use: Driving Profitability Through the User Experience. New York: McGraw-Hill, 2002.

Hagel, John and Arthur Armstrong. Net Gain: Expanding Markets Through Virtual Communities. Boston: Harvard Business School Press, 1997.

Jarvis, Jeff. Love the Customers Who Hate You (extended online version of March 3, 2008 Business Week article}. Posted February 21, 2008.

Levine, Rick. The Cluetrain Manifesto: The End of Business as Usual. Cambridge, Mass. : Perseus Books, 2000. (Has website)

Lowenstein, Michael W. One Customer, Divisible: Linking Customer Insight to Loyalty and Advocacy Behavior. Mason, Ohio : Texere/Thomson, 2005.

McConnell, Ben and Jackie Huba. Citizen Marketers: When People Are the Message. Chicago, IL : Kaplan Pub., 2007. (Has website and a blog, Church of the Customer Blog)

McKenna, Regis. Real Time: Preparing for the Age of the Never Satisfied Customer. Boston, Mass.: Harvard Business School Press, 1997.

Sterne, Jim. Customer Service on the Internet Building Relationships, Increasing Loyalty, and Staying Competitive. 2nd ed. New York: Wiley Computer Pub., 2000.

Temkin, Bruce "Customer Experience Resolutions For 2008", posted December 17, 2007 on Customer Experience Matters blog.

Weber, Larry. Marketing to the Social Web: How Digital Customer Communities Build Your Business. Hoboken, N.J.: John Wiley & Sons, 2007.


Library Specific

Print and Online Resources

Note: Additional resources may be found in the Customer Service in Libraries list in OCLC's WorldCat.

Designing Better Libraries, blog "Exploring the application of design, innovation, and new media to create better libraries and user experiences."

Davenport Public Library. Standards of Library Customer Service.

Dowd, Nancy. "Ideas from Customer Service is the New Marketing Conference." Blogpost, Feb. 6, 2008.

Holt, Glen E. "What Makes a Library Great?" Public Library Quarterly, Vol. 24, no. 2, 2005. p. 83-89.

Houston Area Library Service. Customer Service 123, Houston Area Library System Customer Service public library training

Konovalov, Yuri. "Cataloging as a Customer Service: Applying Knowledge to Technology Tools." Information Outlook 3, no. 9 (September 1999): 25 - 27.

Koontz, Christie. Customer-based Marketing. "Stores and Libraries: Both Serve Customers!" Marketing Library Services, Vol 16, No.1 Jan/Feb 2002.

Leonicio, Maggie. “Going the Extra Mile: Customer Service with a Smile.” The Reference Librarian No. 72 (2001): 51 - 63.

Lubans, John. “To Save the Time of the User: Customer Service at the Millennium.” Library Administration and Management 15, no. 3 (Summer 2001): 179 - 182.

Northeast Massachusetts Regional Library System (NMRLS). Tips and Strategies for Good Customer Service. (Word doc.)

Sager, Donald J. “Customer Service and Public Libraries: Special Section.” Public Libraries 40, no. 2 (March/April 2001): 85 – 89

West Palm Beach Public Library Customer Service Card

Video Resources

"Customer Service eCourse." American Library Association, [200?]

"Customer Service Video eCourse." American Library Association, [200?]

Customer Service ...It's More than Just a Smile, hosted by Debra Wilcox Johnson; video recording from Soaring to Excellence Conference, November 16, 2001, College of DuPage, Glen Ellyn, Ill.

Serving Your Patrons: Customer Service Training Strategies, introduced by Tina Huber. Video. [Springfield, Ill.] :; Illinois State Library, 2001. Request CD of original September 19, 2001 Teleconference Webstream from Illinois State Library.


Note: The titles above and several other videos on customer service in libraries can be found by searching OCLC's WorldCat.org, the free online database made up of library catalogs across the USA; see the results of a search for DVDs with search terms libraries customer service.
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