To achieve excellence in customer service we need to create a positive experience for every person each time they visit the library - in person, on the telephone, or online.

Parkland Regional Library offers a half-day workshop, Create a Positive Customer Experience, designed to help libraries master the art of positive customer service. Contact your consultant for details.

Libraries can provide exceptional customer service when the board and staff embrace the values of customer service. In addition, library staff needs to observe professional conduct and professional etiquette in their daily operations, learn to observe patron behaviour, and employ the langauge of customer service.  

Sample policies (patron code of conduct, internet usage, etc.) that support a customer focused library environment are available under Standards & Legislation> Policy Templates.