Abstract:
Improvisation is an effective tool for developing actors’ skills. It can also be a powerful
and unique means for enhancing customer service skills in the contemporary academic
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.
