Customer Services Working Group
Providing excellent customer services
to the wide variety of people who use library services, both internally and externally, is an
important part of what we do every day. The staff Development and Training Committee is committed
to creating and offering appropriate training that would help staff improve this skill set.
Discrete workshops on customer service skills have been offerned in the past, but have not been
connected to each otehr and their impact has not been assessed. By creating an overall customer
service improvement plan to establish the standards expected of our servcice, and the mechanisms
for determining how well these stndards are met, the Library can meet its strategic goal of
Expanding Our Service Orientation. Specifically, this addresses Action 1.B.1 to Establish,
implement, and assess a core, uniform set of service expectations, competencies, and documentation
for library personnel. It also addresses the need to expand Goal I.A. Assessing Service Quality to
getting more specific feedback for particular service points.
Results of our Collaborative Working
, October 20, 2008 at Grainger Library Commons
WORKING GROUP REPRESENTATIVES
Susan Schnuer (co-chair)
Beth Woodard (co-chair)
WORKING GROUP CHARGE
- Articulate goals and standards for customer services in the Llibrary, both internal and
external, including a Library-wide customer service philosophy based on the values statement bring
rewritten by the Services Advisory Committee. These goals and stnadards will then be used by the
Staff Development and Training Committee to create a customer service training program.
- Create a customer service improvement plan.
- Establish qualtiative metrics, with the help of the Library Assessment Working Group to
determine whether the standards are being met.
- Identify means for gathering these metrics, such as surveys, focus groups, Wisconsin-Ohio
surveys and secret shoppers. Explore technological data-gathering methods as well. Suggest how
these can be supported and maintained.
- Propose a recognition program for both individuals on a library-wide basis and for units.