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Customer Services Working Group

Setting Priorities for Customer Service at the University Library. Customer Services Working Group. Customer Services Working Group. University of Illinois Library. Customer Service Working Group:

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Customer Services Working Group

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  1. Setting Priorities for Customer Service at the University Library Customer Services Working Group

  2. Customer Services Working Group University of Illinois Library Customer Service Working Group:       Tina Chrzastowski       Susie Duncan       JoAnn Jacoby Chris Johns**      Debora Pfeiffer       Susan Schnuer (co-chair)       Peggy Steele       John Wagstaff       Beth Woodard (co-chair) **Special thanks to Chris for photos and helping to create this presentation

  3. Customer Services Working Group University of Illinois Library • Customer Service Working Group: •       CHARGE: • Articulate goals and standards for customer services in the Llibrary, both internal and external. • These goals and standards will then be used by the Staff Development and Training Committee to create a customer service training program.

  4. Ranganathan’s Five Laws of Librarianship: Books are for use. Every reader his [or her] book. Every book its reader. Save the time of the User. The library is a growing organism. University of Illinois Library Customer Services Working Group

  5. Results of a Collaborative Working Meeting October 20, 2008 @ Grainger Library Commons The Customer Services Working Group was charged to articulate goals for internal and external customer services in the Library. This session gathered input from staff & faculty on priorities for training to improve the Library’s level of service. The results are being used to inform the creation of assessment & training programs. University of Illinois Library Customer Services Working Group www.library.uiuc.edu/committee/cswg

  6. University of Illinois Library Step 1: Individual Perceptions Where our efforts currently are strong? Where are not expending significant efforts? Step 2: Build Consensus Groups identify which of these areas to focus on in order to achieve excellence. Customer Services Working Group

  7. Library’s future focus: Internal Cooperation (4) Proactive Systems (4) Decision-Making (3) Service Metrics (3)Feedback Systems (3) University of Illinois Library Customer Services Working Group

  8. Customer Services Working Group University of Illinois Library • Next steps: • Survey - self assessment of how the Library is doing • Results will be used to: • Articulate goals for internal and external customer services in the Library • Create training and assessment programs focusing on these areas

  9. Questions?

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