‘Whose Line Is It Anyway?’ Using Improvisation to Hone Library Employees’ Customer Service Skills

Abstract

Improvisation is an effective tool for developing actors’ skills. It is also a powerful tool for enhancing customer service skills in the contemporary academic, public, or special library environment. Interactions between library users and librarians / library staff can often be complicated and require excellent listening and communication skills. This article explores how improvisation training can help reinforce customer service skills while also enhancing team building, team cohesion, and interpersonal engagement skills for these library employees. Such exercises are not only enjoyable and entertaining for library employees, they also help develop essential skills which enhance their customer service interactions.