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- Workforce Performance and Development
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COO Program Offices
LOC Core Competencies
Customer Service
Note: “Customer” means internal or external customer. Internal customers are Library employees who request service from other Library employees. External customers are people or organizations outside the Library who are served by the Library (e.g., Congress, researchers, visitors, institutions, etc.).
Key Behaviors:
- Be approachable and courteous when a customer requests or needs assistance
- Listen attentively and be responsive to all customer requests
- Take initiative to assist customers and resolve problems, seeking additional help when necessary
- Give good advice that will best serve both the customer and the Library
- Maintain a professional, helpful attitude even when customers are demanding or difficult
- Work to make all customers feel welcome in the Library of Congress community and promote a positive image of the Library
- Seek to learn how to best serve external customers of the Library or support those who do
Developmental Resources
Please consider using the selected resources below to improve your skills and knowledge in this competency.
LOC SkillPort Resources: