Librarians of the Universitas Indonesia Library in order to improve services to library users must have high professionalism. This is following the guidance of the Universitas Indonesia, which is the development of professional human resources. To fulfill this, librarians must continue to update their insights to keep up with technological developments and advancements. In connection with this, the University of Indonesia Library organized a Librarian Softskills Training activity: Excellent Service so that librarians can carry out their duties following the needs and demands of the users.
Excellent service is a pattern of the best service in modern management that prioritizes care for library users. Excellent service in the librarianship world is also known as excellent service. Customer service and customer care are the same, only different in the concept of the approach. But the most important thing in providing services to library users, at least there must be the main things, namely, caring for the library users, serving with the best actions, and satisfying the library users by being oriented to certain service standards. Simply put, excellent service is a service that meets the quality standards following the expectations and satisfaction of the users. So in excellent service, two important elements are interrelated, namely service and quality.
The basic concepts of excellent service are:
Ability. Certain abilities that include work skills in the occupational field needed to support excellent service programs such as: carrying out effective communication, developing motivation, and using public relations as a tool to foster relationships inside and outside the organization.
Attitude. Certain behaviors that must be highlighted when dealing with library users.
Appearance. Physical or non-physical appearance that reflects credibility to the users.
Attention. Full attention to the users, related to their needs and wants, as well as understanding their suggestions and criticisms.
Action. Actual activities carried out in providing services to library users
Accountability. The attitude of partiality to the library as a form of concern, to minimize library dissatisfaction.
