Sample interview questions: How would you handle a situation where a library patron is dissatisfied with the reference assistance they received?
Sample answer:
- Acknowledge the patron’s dissatisfaction: Express understanding and empathy for their experience without interrupting.
- Listen attentively: Allow the patron to fully express their concerns and identify any specific areas of dissatisfaction.
- Apologize for any inconvenience: Apologize for failing to meet their expectations, even if the issue was beyond the librarian’s control.
- Gather information: Ask clarifying questions to understand the context and gather any relevant details about the reference interaction.
- Explain the situation: Provide a clear and concise explanation of the reference process, resources used, and any limitations encountered.
- Offer alternative… Read full answer
Source: https://hireabo.com/job/18_0_2/Reference%20Librarian