The main feature is a short film, performed by professional actors, depicting a series of typical encounters between library staff and library users. We see excellent customer care in action…occasionally.

The situations will be familiar ones: the scriptwriter worked in public libraries for nearly twenty years. But the training points are delivered with a quirky comic slant.

The DVD also contains a folder of supporting material, including a fully annotated transcript of the film.

Reader Says Returned can support a range of courses and training styles: presentations; seminars; discussions; role play; induction or refresher training for individuals or groups. And with the supporting material to hand, independent self-study is also an option.

The film purposefully avoids taking a dogmatic approach to customer care. Instead, it poses questions at key moments, prompting learners to think about what they would do in that situation – and why. 

Versatile, relevant and easy to use, Reader Says Returned will become a popular and effective training tool in your library.