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ERIC Number: ED335042
Record Type: Non-Journal
Publication Date: 1990-Apr
Pages: 19
Abstractor: N/A
Reference Count: N/A
Customer Service Training for Public Services Staff at Temple University's Central Library System.
Arthur, Gwen
Arguing that good interpersonal interactions between library staff and their patrons is a major determinant of overall patron satisfaction, this paper describes Temple University's customer service training program for its public services staff. Dubbed the "A+ Service" program, the program focuses on six aspects of library service: (1) importance of quality service; (2) components of service, including the service strategy, systems, and customers; (3) teamwork; (4) communication skills, including image presentation; (5) sensitivity and responsiveness to customers; and (6) complaint management. Also highlighted in the report are the origins of the service program; the scheduling, content, and activities of the customer service program; staff responses to the program; and on-the-job considerations. A time schedule of the program events concludes the paper. (16 references) (MAB)
Publication Type: Reports - Descriptive
Education Level: N/A
Audience: N/A
Language: English
Sponsor: N/A
Authoring Institution: Temple Univ., Philadelphia, PA. Univ. Libraries.