Customer Service Training for Public Services Staff at Temple University's Central Library System.
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ERIC Institute of Education Sciences
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| Main Author: | |
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| Format: | Recurso educativo Open Access |
| Language: | en |
| Published: |
1990
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| _version_ | 1867180908856999936 |
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| author | Arthur, Gwen |
| author_facet | Arthur, Gwen Arthur, Gwen |
| collection | Education Resources Information Center |
| contents | Customer Service Training for Public Services Staff at Temple University's Central Library System. Arthur, Gwen College Libraries Higher Education Interpersonal Communication Interpersonal Competence Library Personnel Library Services Staff Development User Satisfaction (Information) Arguing that good interpersonal interactions between library staff and their patrons is a major determinant of overall patron satisfaction, this paper describes Temple University's customer service training program for its public services staff. Dubbed the "A+ Service" program, the program focuses on six aspects of library service: (1) importance of quality service; (2) components of service, including the service strategy, systems, and customers; (3) teamwork; (4) communication skills, including image presentation; (5) sensitivity and responsiveness to customers; and (6) complaint management. Also highlighted in the report are the origins of the service program; the scheduling, content, and activities of the customer service program; staff responses to the program; and on-the-job considerations. A time schedule of the program events concludes the paper. (16 references) (MAB) |
| format | Recurso educativo Open Access |
| id | eric_ED335042 |
| institution | ERIC Institute of Education Sciences |
| language | en |
| publishDate | 1990 |
| record_format | eric |
| spellingShingle | Customer Service Training for Public Services Staff at Temple University's Central Library System. Arthur, Gwen College Libraries Higher Education Interpersonal Communication Interpersonal Competence Library Personnel Library Services Staff Development User Satisfaction (Information) Customer Service Training for Public Services Staff at Temple University's Central Library System. Arthur, Gwen College Libraries Higher Education Interpersonal Communication Interpersonal Competence Library Personnel Library Services Staff Development User Satisfaction (Information) Arguing that good interpersonal interactions between library staff and their patrons is a major determinant of overall patron satisfaction, this paper describes Temple University's customer service training program for its public services staff. Dubbed the "A+ Service" program, the program focuses on six aspects of library service: (1) importance of quality service; (2) components of service, including the service strategy, systems, and customers; (3) teamwork; (4) communication skills, including image presentation; (5) sensitivity and responsiveness to customers; and (6) complaint management. Also highlighted in the report are the origins of the service program; the scheduling, content, and activities of the customer service program; staff responses to the program; and on-the-job considerations. A time schedule of the program events concludes the paper. (16 references) (MAB) |
| title | Customer Service Training for Public Services Staff at Temple University's Central Library System. |
| topic | College Libraries Higher Education Interpersonal Communication Interpersonal Competence Library Personnel Library Services Staff Development User Satisfaction (Information) |
| url | https://eric.ed.gov/?id=ED335042 |