Course Overview

Customer service is a core function of all libraries. It supports access to information, promotes equity and inclusion, and shapes how users experience the library as a welcoming, safe, and beneficial place.

Library services are grounded in professional ethics, information access, and community responsibility. Library customer service balances helpfulness and approachability, professional boundaries, diversity and inclusion, and problem-solving and referral skills.

This 4-week professional learning course is designed for library workers from the various sectors (public, academic, school, special) who are transitioning to front-line work or wish to gain more confidence in providing valued library customer service.

Course Content

Course content will cover:

• foundations and best-practice for library customer service
• ready reference and information support
• difficult interactions and service challenges
• diversity, inclusion and reflective practice
• ethical, safe, and sustainable customer service.

Course Delivery

Contact with facilitators will be through online forums on Moodle (the online Learning Management System used by TAFE NSW for these courses).

Participants will connect with each other through forum discussions to facilitate collaborative learning.

Designed as a practical and reflective CPD course.

You don’t need to be available at any set times.

The indicative time commitment is approximately 5 hours per week, subject to individual learning needs and circumstances.

The course is designed to be completed in 4 weeks but as it is developed to be self-paced, it is possible to finish a little earlier or later depending on your learning styles and needs. For any variations, please discuss this with your teacher.

Participants require a computer with internet access.

In partnership with...

Our training partner for this course is TAFE NSW. TAFE NSW is the leading provider of vocational education and training in Australia. Each year, more than 500,000 students enrol in their nationally recognised courses and training.

What to expect once you have registered

Following the close of registrations, which is COB 4 August 2026, we will be in contact with you before the course commences to provide you with further information about the next steps of enrolment: TAFE student registration and Moodle login set up.

More information

Cancellation Policy