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Customer Service

Customer service is as important in the library as it is in the marketplace. While there are fundamental differences between library services and commercial enterprises, many of the behaviors and expectations of users/customers are universal. All customers like to be assisted by individuals who are approachable, personable and knowledgeable.

The learning opportunities listed within this category intend to help library staff stay current with standards and expectations in customer service. 

Learning Activities

  • Course Code: OLSN01

    Ontario Library Service - North

    This toolkit is designed to measure the value of public libraries and their role as community hubs, building capacity for healthy, resilient people and places, especially in rural, Northern, First Nation and francophone communities.

    The toolkit provides a step by step process to assess libraries’ social return on investment (SROI) within a holistic, cross sectoral framework.

  • Course Code: OLSN-SBON01

    OLSN Logo

    Vous trouverez aux pages suivantes des outils servant à mesurer la valeur des bibliothèques et à évaluer leur rôle en tant que carrefours communautaires qui contribuent à rendre les communautés plus saines et résistantes. La trousse est d’une utilité particulière pour les communautés rurales, nordiques et francophones. Elle présente une approche par étapes pour déterminer le rendement social des investissements (RSI) effectués dans les bibliothèques, le tout dans un cadre global et intersectoriel.

  • Course Code: PSHSA-4

    Public Service Health and Safety (PSHSA) logo

     "Catch it early” is the theme of this webinar on workplace bullying and


    1. Overview of PSHSA Bullying in the Workplace Handbook (Henri) 20 mins
    2. Workplace bullying and harassment (Catherine) – 70 mins
    3. Overview of PSHSA Addressing Domestic Violence in the Workplace Handbook  (Henri) – 20 mins
    4. Domestic Violence (Barb) – 70 mins

  • Course Code: S17-1-RW

    This is a recorded webinar provided by SOLS. It is free of charge and on demand.
    Join Jill Pangborne (SOLS) for an one hour webinar about providing ILLO services.

    •Are you utilizing the efficiencies built into VDX such as bulk action and send user alert? 
    • Are you aware of elective VDX configurations like auto responder and format deflection? 
    • Are you developing your VDX skills by using documentation and tip sheets on the website?
    • Have you dedicated time each week or month for the beyond day to day housekeeping of VDX?
    • Is ILL tightly centralized at your library or spread out over various staff in branches and centrally? 
    • Are you maintaining paper files in conjunction with VDX? 
    • Have you implemented Patron Initiated interlibrary loan?

    Trying a different approach to providing interlibrary loan service at your library could result in efficiencies.

  • Course Code: SD36

    SOLS Logo

    This course discusses the importance of customer service excellence in public libraries at the community, library and individual levels.  The course introduces a set of core values necessary for the creation of a customer-centered library culture.  Essential skills, attitudes and approaches for creating satisfying customer interactions are presented through interactive learning activities, personal reflection exercises and self-assessments.  This course is aimed at front-line staff who want to elevate customer service experiences from ordinary to extraordinary.