Sample interview questions: How do you handle complaints or feedback from library users?
Sample answer:
-
Listen Actively and Empathize:
-
Start by attentively listening to the user’s complaint or feedback.
- Show empathy by acknowledging their feelings and concerns.
-
Avoid interrupting or becoming defensive.
-
Clarify the Issue:
-
Ask open-ended questions to gain a clear understanding of the user’s concerns.
-
Rephrase or summarize their points to ensure accurate comprehension.
-
Acknowledge and Apologize (if Appropriate):
-
If the complaint is valid, acknowledge the issue and apologize for any inconvenience caused.
-
Express your genuine desire to resolve the matter promptly.
-
Assess the Situation:
-
Determine the nature of the complaint or feedback. Is it a policy issue, a service-related problem, or a personal grievance?
-
Evaluate the severity of the issue and its potential impact on other users.
-
Take Immediate Action (if Possible):
-
If the issue can be resolved immediately, do so promptly.
- For more complex matters, explain the process and provide a reasonable timeframe for resolution.
-
Offer alternative solutions or resources that may be helpful to the user.
-
Document the Complaint:
-
Keep a record of the complaint, including the date, time, user’s information, details of the issue, and any actions taken.
Read full answer
Source: https://hireabo.com/job/18_0_15/Public%20Services%20Librarian