读者投诉的应对及其思考

On the Response to Reader Complaints

读者投诉通常是指读者在利用图书馆过程中,因对图书馆的服务和管理等不满而通过口头、书面等方式对图书馆员工或管理者表达某种批评和建议。通过上海图书馆应对读者投诉的典型案例,反思读者投诉的根源,总结出读者投诉的应对方法:注意倾听、加强沟通、把握实情、真诚言表、及时整改、长效管理。

The reader complaint usually means that readers express some criticism and suggestions for librarians and managers through oral or written ways, which is because of the discontent to the library service and management. Through the typical cases of responding to reader complaints of Shanghai Library, we could review the root causes of reader complaints and sum up the coping strategies for reader complaints.