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ERIC Number: ED401926
Record Type: Non-Journal
Publication Date: 1996-Jul
Pages: 75
Abstractor: N/A
Reference Count: N/A
Customer Service Training in Academic Libraries.
Plummer, Elizabeth L.
Academic libraries in Ohio were surveyed to determine the existence and content of training in customer service offered to library employees in the circulation and reference departments. Surveys were mailed to 127 libraries, and achieved a return rate of 68% (n=87). The survey contained questions about customer service training for both new and continuing employees. Results include: (1) 51% of the surveyed libraries offer formal customer service training for new employees, 49% do not; (2) 63% of the libraries which offer customer service training for new employees also offer training for continuing employees; (3) the majority of libraries trained new employees in library policies, location of primary resources and services, equipment training, referrals, and the library's mission, and the majority of libraries trained continuing employees in library policies, equipment training, how to positively meet customer expectations, emergency procedures, and dealing with irate or frustrated patrons; (4) 63% of libraries use prepared training materials for new employee training, and 48% of libraries use prepared materials for continuing training; (5) the majority of libraries require attendance for both new and continuing employee training; and (6) 76.5% of libraries provide funds for staff to seek training outside the library system. Appendices include a list of institutions to which the questionnaire was sent, a copy of the questionnaire with tabulated results, and copies of transmittal and follow-up letters. (Contains 43 references.) (Author/SWC)
Publication Type: Dissertations/Theses; Tests/Questionnaires
Education Level: N/A
Audience: N/A
Language: English
Sponsor: N/A
Authoring Institution: N/A
Identifiers - Location: Ohio