What Makes Good Customer Service?

Last week was National Customer Service week so we put our JET placement student, Stuart to work to ask ten Leith Library customers:

What makes good customer service?

Here are his results:

Friendly / smiles 6 mentions:

  • Friendly
  • Friendy welcome
  • Friendly staff
  • Friendly people
  • Smiles (x2)

Helping 6 mentions:

  • Finding help for people
  • Helping
  • Give help looking for stuff
  • Interperates what customers want
  • Going the extra mile
  • Good feedback

Listening 4 mentions:

  • Good listener
  • Listening
  • Attentive
  • Able to answer questions

There were 2 library related mentions:

  • Clean environement
  • Good variety

Personal qualities were listed too:

  • Speaking
  • Professional
  • Patience
  • Politeness
  • Enthusiasm

Stuart’s placement is one day a week from April to September. JET stands for Job + Education + Training. He is working towards a National Progression Award in Enterprise and Employability.

I asked the Library Team Leader Katie Swann what she thought about his results. She said:

We want people to have a really positive experience when they visit the library, and so it was helpful for Stuart to be able to chat to our customers about what sort of service they expect. My favourite response was ‘going the extra mile’ – we’ve all experienced this somewhere and it really makes your day as a customer when that happens.

What do you think makes good customer service?


About auntyemily

Screenwriter (CBeebies), science communicator, storyteller, author, podcaster and poet. @auntyemily on twitter (:
This entry was posted in Events, People and tagged , , , . Bookmark the permalink.

2 Responses to What Makes Good Customer Service?

  1. Meg says:

    The leith library staff are great. They are patient, warm and helpful, which is fantastic when visiting the library with children young and old.

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