This book is amazing. From the very day I slid this paperback into my back-and-forth-to-work bag, every patron I have encountered has been happy, smiling, polite, and delighted by the service he or she received in our library. Even before I started to read it. (True story.)
There is some very good and easy to enact advice here. Library staff can ease all interactions with the public by being caring. Saying hello, offering help, making eye contact, using positive language, smiling. Rubin shares a study in which people reported very high satisfaction with library services when they felt they were treated with care, interest, and kindness, even if they did not leave the library with the materials or answer they originally sought.
Excellent tips on active, patient listening & setting your personal feelings aside in the workplace.
This is another one to re-read frequently as a reminder to maintain that human touch.