Fish or pickle? Customer service in libraries

Abstract

Purpose

The purpose of this paper is to understand the importance of customer service training in libraries.

Design/methodology/approach

The approach takes the form of a literature review and commentary on two training programs that improve customer service.

Findings

The fish philosophy and the pickle principle are two training programs that can be used in staff development programs for library workers.

Originality/value

The value is in addressing this issue and implementing customer service training for employees, resulting in improved productivity for staff and for the library patrons.

Citation

Topper, E.F. (2009), "Fish or pickle? Customer service in libraries", New Library World, Vol. 110 No. 1/2, pp. 92-94. https://doi.org/10.1108/03074800910928612