ABSTRACT
This chapter looks at people who are involved in library staff training and development or charged with organizing a training activity on customer service. It provides an overview of customer service training what it means and what makes it effective, as well as sharing tips and ideas for success. Customer service is essential for libraries in all sectors. Many libraries make customer service training mandatory for all staff. The development of new services such as electronic sources or virtual learning environments may necessitate training in IT and related topics. Developments such as providing services to users with special needs/social inclusion issues also create demands for customer service training. Most training courses would provide published examples of good and bad service, such as those produced by the National Consumer Council and the American Library Association. There are many pieces of work on learning styles. The questions identify four types: of learner activists, reflectors, theorists and pragmatists.
