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流通服务是图书馆的基础工作之一,也是与读者联系最密切的服务窗口之一,但在整个图书馆的读者服务工作中处处存在着矛盾,流通服务工作中同样存在着多种矛盾。正确处理图书馆馆员(以下简称馆员)和读者的矛盾,是提高图书馆服务质量、满足读者需求、实行优质服务的重要措施。馆员从自身出发去防止、避免矛盾冲突是提高馆员素养和馆员服务质量的重要手段。
Circulation service is one of the basic work of the library, but also one of the most intimate service windows with the readers, but there are always contradictions in the reader service work of the entire library. There are also many contradictions in the circulation service. Correctly handling the contradiction between library librarians (hereinafter referred to as librarians) and readers is an important measure to improve the quality of library services, meet the needs of readers and implement quality service. Librarians to prevent from their own departure, to avoid conflicts and conflicts is to improve librarian accomplishments and librarians and an important means of service quality.