October 11, 2013 Meeting of User Services Advisory Committee (USAC)

The members in attendance discussed the customer service rubric that Kelly McCusker and Susan Schnuer created and previously shared via email:

GREAT Customer Service

Greet all customers and make them feel welcomed

Respect cultural and other personal differences

Evaluate and clarify customer’s expectations

Address and respond to customer’s needs

Thank and verify that needs have been met

The committee members will work in pairs to articulate service expectations for each element in GREAT.  The goal is a rubric that the Staff Development & Training Advisory Committee can use to build a customer service training program.