How can you provide excellent customer service to patrons learning English?

2 Communicate clearly and patiently

The second step to providing excellent customer service to patrons learning English is to communicate clearly and patiently. You may need to adjust your speech, vocabulary, and tone to suit their level of understanding and comfort. You may also need to repeat, rephrase, or clarify your messages and check for comprehension. You can use simple and direct language, avoid jargon and slang, and speak slowly and clearly. You can also use gestures, body language, and facial expressions to support your verbal communication and convey your friendliness and helpfulness.

4 Provide feedback and encouragement

The fourth step to providing excellent customer service to patrons learning English is to provide feedback and encouragement. You can acknowledge their efforts and achievements in learning English and using the library services and resources. You can also provide constructive and positive feedback on their language skills and performance, such as pronunciation, grammar, or vocabulary. You can also encourage them to practice and improve their English skills and to explore and enjoy the library and its offerings. You can also express your appreciation and gratitude for their patronage and participation.

5 Respect their diversity and dignity

The fifth step to providing excellent customer service to patrons learning English is to respect their diversity and dignity. You can recognize and value their cultural backgrounds, identities, and experiences, and avoid making assumptions or stereotypes based on their appearance, accent, or behavior. You can also respect their privacy and confidentiality, and avoid asking intrusive or inappropriate questions about their personal or immigration status. You can also respect their choices and preferences, and avoid imposing your own opinions or judgments on their learning styles, methods, or goals.

6 Learn from them and with them

The sixth and final step to providing excellent customer service to patrons learning English is to learn from them and with them. You can view them as sources of knowledge and insight, and learn about their cultures, languages, and perspectives. You can also view them as partners and collaborators, and learn with them about the library services and resources, and the English language and culture. You can also view them as learners and teachers, and learn from their feedback and suggestions on how to improve your customer service and your own language and intercultural skills.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?