How can you provide excellent customer service during a reference interview?

1 Prepare yourself

Before you start a reference interview, make sure you are ready to listen, communicate, and help. You should be approachable, friendly, and professional. You should also have access to the relevant resources, tools, and policies that you may need to assist the user. You should avoid distractions, interruptions, and biases that may affect your attention and attitude.

2 Understand the user's needs

The first step of a reference interview is to identify and clarify the user's information need. You should ask open-ended questions that encourage the user to explain their topic, purpose, and scope. You should also use active listening skills, such as paraphrasing, summarizing, and reflecting, to show that you understand and empathize with the user. You should avoid making assumptions, judgments, or suggestions before you have a clear picture of the user's need.

4 Provide information

The final step of a reference interview is to provide information to the user. You should present the information in a clear, concise, and organized manner, using various formats and media as appropriate. You should also teach the user how to access, use, and cite the information, and provide them with additional resources or referrals if needed. You should avoid giving the user the impression that you are doing their work for them, or that you are the only source of information.

5 Follow up

A reference interview does not end when you provide information to the user. You should also follow up with the user to ensure that they are satisfied with the information and the service. You should ask the user if they have any questions, comments, or concerns, and if they need any further assistance. You should also thank the user for using the library service, and invite them to come back or contact you again if they have any other information needs.

6 Evaluate yourself

After a reference interview, you should also evaluate your own performance and identify areas for improvement. You should reflect on how well you communicated, listened, searched, and provided information to the user. You should also seek feedback from the user, your colleagues, or your supervisor, and use it to enhance your skills and knowledge. You should also celebrate your successes and recognize your strengths as a library service provider.