Mou Chakraborty
Sharon Payne
Salisbury University
What has been the impact of technology overload on library services? So many iServices.
Customer Service Excellence - Darlene Weingand
E x X ce / CN + CS = S + P
(E = Excellence; CE = Changing Environment; CN = Customer Needs; CS = Customer Service; S = Survival; P = Prosperity
Customer Service is not a department it is an attitude (paraphrase of title of book by Tom Reilly)
Sam Walton: There is only one boss: the customer.
Scale of customer values: basic services -> expected services -> desired services -> unexpected service. We should aim for the WOW (or unexpected) services.
There are no traffic jams along that extra mile - Roger Staubach
Library markets services using bookmarks. Services include:
- meebo chat: but do more than hand out the bookmark; it should be delivered with some information about the service (available 40 hours per week)
- booksales
- direct borrowing service from other libraries in MD. When errors are made, library staff will make a phone call to resolve issues. Walk patrons to the stacks when they need assistance in locating items.
- 24-hr turnaround for e-reserves processing
3 levels of community borrowing: 3 for free; unlimited local borrowing; unlimited local plus limited ILL.
Customers don't expect perfection, but do expect a resolution to their problem or an answer to their question.
Be sure to share positive comments with staff. Have a staff appreciation program.
Access Services wiki [restricted access] includes training manual and a section on customer service.
Customer Service also extends to internal customers.
Learning Bytes: internal staff development activities.
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