Customer Care in Public Libraries

A CILIP Training Session for Staff Working in Public Libraries

Online, Half-Day Course

17 October 2023 10am-1pm

Providing an excellent service to customers is a key requirement for staff in libraries. This session gives an introduction to customer care within a GLL public library environment. It sets out the principles and practice of customer care in libraries. Delegates will learn how to present themselves and their organisation to library customers and how to respond to, and resolve, customers' needs.  

It is designed for staff at any level working in public libraries who need to develop or improve their customer care skills. 

Learning Objectives:

• Develop a greater understanding of the role of public libraries in delivering excellent customer care.
• Gain a better understanding about delivering the vital components of excellent customer care including the appearance and presentation of the library, engaging with customers, handling enquiries and expected levels of service.   
• Develop a greater understanding of customer expectations and how to address them.  

About the trainers

For the past four years Nicola (Nicky) and Karen have been delivering face-to-face Customer Care training throughout Lincolnshire Libraries following the QCF Level 2 framework. They have now adapted the course to deliver as a half-day online session. 

Nicky has worked for Lincolnshire Library Service for over twenty years starting as a frontline Library Assistant, graduating up to Library Manager, and is now the Sector Manager for GLL in Lincolnshire.  She is responsible for five Tier 2 libraries, co-ordinating Lincolnshire’s events and ten library shops. She also manages Lincolnshire Libraries Subscription, Readers, Music and Drama Groups and the newly established Business Suites at Lincoln and Spalding libraries.  

Karen has worked for Lincolnshire Library Service for over forty years. Starting on the shop floor as a teenager she is aware of the importance of customer care within the library environment. She is now the Library Manager at Louth Library. In the past she has managed heritage sites and been instrumental in lottery bids for bringing community projects and libraries together within a heritage setting. Lately she has developed links with local banks to help the transition of the business trading out of library sites, which has also been challenging in the customer care sector but rewarding for the communities they serve. 

Professional Knowledge and Skills Base (PKSB)

10.1 Customer service skills

Venue: Online using Zoom

The course is hosted through our online video conference system. This software is optimal for audience participation and provides free, accessible and remote access. Delegates will be sent details of the Zoom link as part of their joining instructions.

There are lots of other sessions in 2023 suitable for those working in public libraries, find out more

A CILIP Training event, provided for library staff working for GLL and open to public library staff everywhere