Sample interview questions: How would you handle a situation where a patron is dissatisfied with a library service or policy?
Sample answer:
When faced with a situation where a patron is dissatisfied with a library service or policy, it is important to approach the situation with empathy, professionalism, and a genuine willingness to address their concerns. Here is a detailed and considerate response on how I would handle such a situation as a Public Services Librarian:
First and foremost, I would actively listen to the patron’s concerns and allow them to express their dissatisfaction fully. It is crucial to create a safe and welcoming environment where patrons feel comfortable sharing their thoughts. I would maintain a calm and composed demeanor, showing respect for their opinions and validating their feelings.
Next, I would assure the patron that their feedback is valuable and that the library takes concerns seriously. By acknowledging their dissatisfaction, I would emphasize that the library strives to continuously improve its services and policies based on patron feedback.
To gain a comprehensive understanding of the patron’s concerns, I would ask open-ended questions to gather more information. This will help me identify the specific issue at hand and any underlying factors contributing to their dissatisfaction. Active listening and effective communication skills are key during this stage to ensure the patron feels heard and understood.
Once I have a clear grasp of the issue, I would consult relevant library policies and procedures to ensure I am well-informed about the specific service or policy in question. This allows me to provide accurate and detailed information to the patron, demonstrating my expertise and commitment to resolving their concerns.
If the issue is within my authority to address, I would propose po… Read full answer
Source: https://hireabo.com/job/18_0_15/Public%20Services%20Librarian