Customer Service is the practice of providing library customers with the resources they want in the most professional, efficient, and courteous manner possible


This definition was compiled by the 2012 PALS Customer Service Group:

Laura Ax-Fultz, Barb Eshbach, Beth Gwin, Evonne Loomis, and Richard Miller, and our mentor, Paula Gilbert.


Our 2012 PALS Customer Service Group is providing resources on the following areas of customer service: communication, staffing, and physical space.  We are providing the items listed below via this website:

  • A bibliography (available below)
  • A checklist
  • Tips to help you gauge the quality of customer service at your library
  • Low cost or no cost solutions to improve the quality of your customer service
  • Top 10 lists
  • Trends

 We will be seeking best practices of our customer service contest running from April through September 2013.  Please see the menu on the left to access our contest.