TITLE:
Deployment of Soft Skills for Effective Customer Service in the 21st Century Library
AUTHORS:
Adeniran Pauline Oghenekaro
KEYWORDS:
Modern Library, Customer Service, Soft Skills, Effective Library Services, User Satisfaction
JOURNAL NAME:
Journal of Computer and Communications,
Vol.6 No.3,
March
20,
2018
ABSTRACT: The advent of information communication technology in the information environment has brought dramatic changes in the way information is being handled and managed today. This wind of change engineered by ICT has also changed the information seeking behavior of users making them to place more demands on libraries. There is a need for libraries to strive to be effective in their services to customers in order to remain relevant in the information age. The paper considered the deployment of soft skills expressed in terms of staff appearance, approachability, effective communication, positive attitude, ability to cope in difficult situation, and so on, for more effective customer services in the 21st century library. The paper concluded that, effective customer service in libraries is imperative in the 21st century library as it will make library users feel important, improves learning, increases patronage, and promotes library and university image. The outcome of this paper will help the management of libraries irrespective of the type to be more effective in the services they render to their clients. This will ultimately increase patronage and clients retention.