How do you handle complaints or feedback from library users?

    Focusing Perspectives on Information Exploration

    Sample interview questions: How do you handle complaints or feedback from library users?

    Sample answer:

    1. Listen Actively and Empathize:

    2. Start by attentively listening to the user’s complaint or feedback.

    3. Show empathy by acknowledging their feelings and concerns.
    4. Avoid interrupting or becoming defensive.

    5. Clarify the Issue:

    6. Ask open-ended questions to gain a clear understanding of the user’s concerns.

    7. Rephrase or summarize their points to ensure accurate comprehension.

    8. Acknowledge and Apologize (if Appropriate):

    9. If the complaint is valid, acknowledge the issue and apologize for any inconvenience caused.

    10. Express your genuine desire to resolve the matter promptly.

    11. Assess the Situation:

    12. Determine the nature of the complaint or feedback. Is it a policy issue, a service-related problem, or a personal grievance?

    13. Evaluate the severity of the issue and its potential impact on other users.

    14. Take Immediate Action (if Possible):

    15. If the issue can be resolved immediately, do so promptly.

    16. For more complex matters, explain the process and provide a reasonable timeframe for resolution.
    17. Offer alternative solutions or resources that may be helpful to the user.

    18. Document the Complaint:

    19. 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

    Leave a Reply

    Your email address will not be published. Required fields are marked *