Competence

The competency of staff are vital in ensuring good customer service. Users need to feel as if the staff of the library are able to give them the best possible service and are able to guide them to achieve the best possible results.

Upon my observations of interactions with users and staff it became apparent that the users seemed to be weary of the training of staff. This may be due to a misconception of what the library offers or what the library is all about. Alternatively it could be that the staff are viewed as unapproachable and unwilling to assist which leads to the perception that staff are not on the level of competency it should be. 

Staff may come across of unmotivated and unenthused. The library and information services should consider retrain staff and continuously finding ways to engage and motivate staff. The library management should consider implementing a pliable organisational structure to ensure that it is compliant with the ever evolving information services landscape.