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ERIC Number: EJ973008
Record Type: Journal
Publication Date: 2012
Pages: 15
Abstractor: As Provided
Reference Count: 21
ISSN: ISSN-1536-7967
"Check This out": Assessing Customer Service at the Circulation Desk
Long, Dallas
Journal of Access Services, v9 n3 p154-168 2012
The access services staff at Milner Library, Illinois State University, designed a customer service assessment to evaluate how effectively the department was carrying out its mission statement. Areas of assessment included the department's waiting times, helpfulness, and courtesy. The assessment activity focused on circulation services, which is the library's service point reaching the greatest number of patrons. The staff created a survey instrument collaboratively, distributed in paper and electronic format for a week. Results suggested that the department provides prompt and helpful service but has areas of improvement for courtesy. The department adapted customer service training for staff and student assistants.
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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: Illinois