I just returned from the Special Libraries Association Annual Conference in Vancouver, Canada. While my return flight was uneventful, getting to the conference was quite the opposite. In short, I arrived and my bag didn’t.
From the moment I disembarked until the moment my bag finally arrived at the hotel (that would be 2:00 am, local time and two days later!) I soon discovered that my dealings with this airline were more about “reactive” customer service – I reacted, they countered with a template response. At no point during the multiple conversations I had, both in person and on the phone, did they mention possible options or provide any kind of support – I even had to ask for a tooth brush when I submitted my initial claim form! Only when I finally asked what they suggest I do since I had nothing to wear for a session I was moderating, did they share that I could purchase something to wear and submit the bill.
Reflecting on this experience only emphasizes how important excellent customer service and engagement are to the MSK Library staff. Understanding our user community, their information needs, helps us to better plan future services, contributes to a focused and well-used collection, and establishes opportunities for us to collaborate and partner on research initiatives.
An excellent customer service approach ensures that you understand the information needs of the client or group – that you actively listen to the research question or issue, that you clarify the expectations and desired outcomes, and then deliver in a timely fashion! I also believe the interaction doesn’t stop there as a future opportunity might arise to send additional information or confirm that the research provided answered or resolved the query.
While my story did have a fairly happy ending (I still need to submit the final customer property claim form), I am definitely glad that MSK Librarians have a completely different approach when it comes to customer service. Having a deep understanding of the information and published literature our user community needs and values is an integral part of our role and helps us to deliver on all our users’ requests!
Donna Gibson
Director of Library Services