Efficient Customer Service: A necessary skill for a proactive, responsive and relevant 21st century librarian.

Abstract

The purpose of this paper is to sensitize librarians on contemporary realities and the importance of inhibiting the principles of efficient customer service in dealing with library customers as a strategic tool in ensuring that librarians remain proactive, responsive and relevant in the ever-changing information landscape. Literature reviewed brought to the fore issues and trends that are challenging the conventional roles of librarians in the 21st century such as transition to digital content, computer that is almost replacing librarians’ roles, and others. Possible solutions were carefully articulated such as provision of librarians with the requisite technological literacy needed for a 21st century library service. The paper concluded with the remark that, regardless of changes in technology which has adversely affected the library’s capacity, and the dynamic change in information seeking behavior of our users which has redefined the concept of service provision, by cultivating and displaying the outlined skills for efficient customer service, library remains relevant and the role of librarians in the digital age indispensable.