Business Management: Customer Service Operations and Excellence Service Quality and Customers Satisfaction in Academic Libraries: The record of human experience and the intellectual and physical access to that recorded and collected in Libraries. In the academic libraries, the scholarly communications are preserved with great responsibility along with the primary resources which are usually based and dependant on scholarships…
The librarians are a lot more concerned about providing high quality service to maintain the goal of the parent institution of the library. The service issues that need to be improved in libraries include: Employees who instill confidence in users The employees of the library should make sure that the readers have the confidence in them and the material they are reading. They should create awareness amongst the readers about the books that are available and that they should be confident when they are in the library when picking up any book to read. Giving users individual attention Users of the library should be given individual attention in order to provide customer satisfaction. The readers should not wait for a chance to be given in order to make any query or even feel ignored in the library. Equal attention should be given to all the users of the library along with individual counseling whenever needed. This makes the customer feel more comfortable when he is in the library. This also ensures within the minds of the users that they are being valued. Employees who are consistently courteous The employees of the library should be extremely courteous to the users. They should be good mannered and very polite when they are in conversation with the users of the library. This encourages a two-way communication process between the employee of the library and the user himself and whatever they speak can be understood by both of them. The counseling can be done effectively this way. Readiness to respond to user’s questions The employees should be well trained so that they are always able to answer the user’s question at any point of them. The users should be made feel comfortable when asking any question and the employee should always be expecting and be ready to answer those questions in the best possible way. Employees who have the knowledge to answer user questions The knowledge of the employees working in the library should be very good and the employees should be well educated to make sure that they have a sound command of everything that happens in the library. This will enable them to answer all the questions of the user effectively and make sure that the users feel free to ask any question and expect answers that should well satisfy their queries. Employees who deal with customers in a caring fashion The customers should feel that they are cared for when in library. This makes them more comfortable when they are in the library. The employees should be extremely careful when counseling with the customers. Their body language and their way of speaking should be extremely caring. This makes the counseling more effective and will result in customer satisfaction to a greater extent. The customers on the other hand will find it easy and more comfortable to share their problem or their queries with the employees of the library and encourage the two way communication process between the customers and the employees of the library. Employees who understand the needs of their users The employees should be trained enough in a way that they understand the needs of the users of the ...
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