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Summary
As reference librarians, our goal with every patron contact should be to go the extra mile, to make patrons stop and realize that they have received service beyond their expectations. Outstanding customer service is not so much a skill to be learned as it is an attitude. It's an attitude of genuine caring for people, a desire to help people to the fullest extent of our capabilities. It's exhibited by those who truly like people-all kinds of people-and who love serving people. Public librarians who do not possess this desire simply don't belong in the public sector of the library.