ERIC Number: EJ1034004
Record Type: Journal
Publication Date: 2014
Pages: 16
Abstractor: As Provided
ISBN: N/A
ISSN: ISSN-1522-8959
EISSN: N/A
Are You Being Served? Designing the Customer Service Curriculum
Ippoliti, Cinthya
Public Services Quarterly, v10 n3 p177-192 2014
Customer service is a core component of user experience and an important element in making patrons feel welcomed and valued within our libraries. At the University of Maryland Libraries, we took on the challenging task of creating a customer service training curriculum for all staff working at public service points and offering a digital badge for successful completion of a non-credit course. This article will detail our sometimes difficult, often uncertain, but ultimately worthwhile process of determining training needs and creating this course as we incorporate customer service into the daily work of our employees.
Descriptors: Academic Libraries, Staff Development, Curriculum Development, Library Services, Educational Needs, Literature Reviews, Surveys, Needs Assessment, Library Personnel, Training Methods, Course Content, Course Descriptions, Capacity Building, Interpersonal Competence, Higher Education, Curriculum Design, Qualitative Research
Routledge. Available from: Taylor & Francis, Ltd. 325 Chestnut Street Suite 800, Philadelphia, PA 19106. Tel: 800-354-1420; Fax: 215-625-2940; Web site: http://www.tandf.co.uk/journals
Publication Type: Journal Articles; Reports - Research; Tests/Questionnaires
Education Level: Higher Education; Postsecondary Education
Audience: N/A
Language: English
Sponsor: N/A
Authoring Institution: N/A
Identifiers - Location: Maryland
Grant or Contract Numbers: N/A