Customer Service Training in the IUB Libraries. Librarian’s Day May 15, 2009 Gwen Pershing \. Committee Charge. Propose the following: The IUB Libraries customer service philosophy and how it fits into the Libraries mission Service delivery expectations and policy guidelines, if any
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Librarian’s Day May 15, 2009
Propose the following:
The IUB Libraries customer service philosophy and how it fits into the Libraries mission
Service delivery expectations and policy guidelines, if any
Recommend a customer service training program for biweekly appointed staff, PA staff and librarians upon review of the following:
Best method(s) for the training (e.g. print materials, multimedia materials, formal presentations, informal discussion groups, classroom training, web/computer-based training, optimal locations(s) and group size)
Utilization of external training programs and resources (e.g. University Human Resource Services)
The training cycle (e.g. recruitment/selection practices, orientation, managers’ role, acknowledging outstanding service, encouragement during service breakdowns)
How the effectiveness of the training will be measured (e.g. employee self-report, customer evaluation, managerial evaluation)
Recommend a customer service training program for hourly employees based on the Hourly Positions Review Committee’s report:
Donna Burkhardt from Human Resources is willing to conduct sessions for all student employees of the library free of charge. The training is two hours per person. The cost of paying all students for two additional hours would be no less than $5,000 the first year. Continuing the program each year might result in fewer dollars since there will be returning hourly employees.
The Committee recommends that the IUB Libraries sponsor Customer Service training for all supervisors (hiring and non-hiring) at least one time each year. It would be required for all supervisors to attend training once every three years.
The Committee recommends that Libraries Human Resources be responsible for developing a customer service training packet for supervisors of hourly employees. LHR may wish to appoint a committee made up of supervisors to assist in preparing the training packet. All supervisors would be required to use the information in the training packet when training new students.
In addition, all students would be required to complete the on-line customer service tutorial prepared by Human Resources.
Consult with the Director of Administrative Services in relation to developmental and equipment costs.
From library websites
From a request Pat Steele made to the ARL Director’s List employees based on the Hourly Positions Review Committee’s report:
To support and strengthen teaching, learning and research by providing the collections, services, and environments that lead to intellectual discovery.
Kent State Libraries and Media Services
University of Iowa
We are committed to providing service that is respectful, responsive and supportive by courteous and competent staff.
We can be relied upon to provide access to a variety of informational needs, services, and resources. We will meet customer needs and expectations by providing quality services and accurate information.
All library staff will provide prompt and courteous service.
Diversity employees based on the Hourly Positions Review Committee’s report:
We will create an environment that is respectful, building an inclusive library community that supports differences.
We will give individualized attention to needs without bias and with full use of available resources.
Clear Communication employees based on the Hourly Positions Review Committee’s report:
We will communicate with others clearly,
respectfully and in a timely manner, both verbally and in writing. Signage, print materials, and electronic communications will be understandable and effective.
Recognizing the right to privacy, an individual’s
records and interactions will not be used for any
other purpose than routine record keeping, or where otherwise required by law.
Current Staff Librarian)
New Staff Librarian)
We recommend the Libraries implement an annual survey to determine if the customer service training program is effective.
We recommend the Libraries form a standing committee to track the progress and assessment of the proposed program and to revise it as needed.
The Libraries Human Resources office arranged for nine customer service training sessions January – March 2009. 284 of the 287 library staff attended the customer service training.
An Hourly Customer Service Training Committee is being appointed. There will be eight to sixteen members of this committee, representing all areas of the library. Their job will be to develop an in-house training program for all supervisors to use when training hourly employees.