Are You Being Served? Designing the Customer Service Curriculum
Fuente:
ERIC Institute of Education Sciences
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| Autore principale: | |
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| Natura: | Recurso educativo Open Access |
| Lingua: | en |
| Pubblicazione: |
2014
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| Soggetti: | |
| Accesso online: | |
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| _version_ | 1867181372601270272 |
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| author | Ippoliti, Cinthya |
| author_facet | Ippoliti, Cinthya Ippoliti, Cinthya |
| collection | Education Resources Information Center |
| contents | Are You Being Served? Designing the Customer Service Curriculum Ippoliti, Cinthya Academic Libraries Staff Development Curriculum Development Library Services Educational Needs Literature Reviews Surveys Needs Assessment Library Personnel Training Methods Course Content Course Descriptions Capacity Building Interpersonal Competence Higher Education Curriculum Design Qualitative Research Customer service is a core component of user experience and an important element in making patrons feel welcomed and valued within our libraries. At the University of Maryland Libraries, we took on the challenging task of creating a customer service training curriculum for all staff working at public service points and offering a digital badge for successful completion of a non-credit course. This article will detail our sometimes difficult, often uncertain, but ultimately worthwhile process of determining training needs and creating this course as we incorporate customer service into the daily work of our employees. |
| format | Recurso educativo Open Access |
| id | eric_EJ1034004 |
| institution | ERIC Institute of Education Sciences |
| language | en |
| publishDate | 2014 |
| record_format | eric |
| spellingShingle | Are You Being Served? Designing the Customer Service Curriculum Ippoliti, Cinthya Academic Libraries Staff Development Curriculum Development Library Services Educational Needs Literature Reviews Surveys Needs Assessment Library Personnel Training Methods Course Content Course Descriptions Capacity Building Interpersonal Competence Higher Education Curriculum Design Qualitative Research Are You Being Served? Designing the Customer Service Curriculum Ippoliti, Cinthya Academic Libraries Staff Development Curriculum Development Library Services Educational Needs Literature Reviews Surveys Needs Assessment Library Personnel Training Methods Course Content Course Descriptions Capacity Building Interpersonal Competence Higher Education Curriculum Design Qualitative Research Customer service is a core component of user experience and an important element in making patrons feel welcomed and valued within our libraries. At the University of Maryland Libraries, we took on the challenging task of creating a customer service training curriculum for all staff working at public service points and offering a digital badge for successful completion of a non-credit course. This article will detail our sometimes difficult, often uncertain, but ultimately worthwhile process of determining training needs and creating this course as we incorporate customer service into the daily work of our employees. |
| title | Are You Being Served? Designing the Customer Service Curriculum |
| topic | Academic Libraries Staff Development Curriculum Development Library Services Educational Needs Literature Reviews Surveys Needs Assessment Library Personnel Training Methods Course Content Course Descriptions Capacity Building Interpersonal Competence Higher Education Curriculum Design Qualitative Research |
| url | https://eric.ed.gov/?id=EJ1034004 |