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Myself and my team all took part in the training course to help reignite our focus on the customers (students and staff) who visit our libraries and how to make the most of the spaces we provide. The training very much helped to do this and I would definitely recommend it to other FE college libraries. I took the course myself and thought it was very interesting and well-planned. I especially liked the practical side of the training and the way it encouraged us to try out ideas.
- College libraries
- Self-assessed
- Entry
Playing your part in the library welcome
A fast, practical and enjoyable course in active customer-care skills, specific to libraries. This course will help everyone who works in a student-facing role develop the skills and confidence to take responsibility for student engagement - and not just sit behind a welcome desk.
1,651 staff completed · 150+ services
Learning outcomes
What staff will know, value and be able to do:
Develop and apply customer ‘radar’ while working on the library floor to identify visitors who need help or wish to engage
Identify and remove clutter from the library entrance to create a clear and tidy first impression
Recognise how first impressions shape visitor perceptions and influence their decision to explore the library
Understand why books are a top priority to make a good impression for visitors
Recognise common library prejudices and value how strategic book displays and staff engagement can actively counter them and attract new visitors
Select appropriate books for a showcase display using cover appeal, age-appeal, and visual contrast to attract diverse readers
Create an attractive face-forward display using retail merchandising techniques to make books visible and tempting to browsers
Apply merchandising skills to spine-on shelving by positioning individual titles and stands to catch the eye and guide readers
Plan and build a daily routine that integrates welcoming visitors, maintaining displays, sharing library information and engaging with customers
- 01 The welcome
- 02 The wow factor
- 03 The workaday
- 04 The win
How long do I have to complete the course?
You can start any time and work through the material at your own pace.
Do I get a certificate?
Yes. A certificate is issued automatically once you've completed the self-assessment.
Can my whole team take it?
Yes - bulk discounts on 10+ places. Get a team quote →
What format is the course in?
Online text with illustrated examples, interactive exercises, audio and practical exercises you complete in your own library.
How accessible are the courses?
Self-paced with adjustable text size, width and contrast, plus an audio version with read-along text in every course. More about accessibility →
What learners say
It has made me analyse and evaluate the current library space and make changes from the advice given. As the training has been done by a number of staff and based on different sites it will allow a diverse perspective of each library. I have found it to be enjoyable, engaging and informative. I would recommend to other libraries who are looking for fresh ideas to improve their library service.
I really enjoyed the course, there were a lot of things that I hadn't considered before and will now use going forward. I have learned a lot about how to display books on shelves so they look more inviting to the customer. I think more about which choices to make and the impression that is created in the library as a whole from how I interact with the customer, to what they see when they walk in. I think we could reposition the desk are in the library so that it is more customer friendly when you walk in, the furniture could be rearranged so it looks more intentional rather than mismatched as it does at the moment.
£25.00
per place
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