Rethinking Customer Service Training: A Curricular Solution to a Familiar Problem
Fuente:
ERIC Institute of Education Sciences
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| Autores principales: | , , , |
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| Formato: | Recurso educativo Open Access |
| Lenguaje: | en |
| Publicado: |
2016
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| Materias: | |
| Acceso en línea: | |
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| _version_ | 1867180988928360449 |
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| author | Epps, Sharon K. Kidd, Judith Negro, Toni Sayles, Sheridan L. |
| author_facet | Epps, Sharon K. Kidd, Judith Negro, Toni Sayles, Sheridan L. Epps, Sharon K. Kidd, Judith Negro, Toni Sayles, Sheridan L. |
| collection | Education Resources Information Center |
| contents | Rethinking Customer Service Training: A Curricular Solution to a Familiar Problem Epps, Sharon K. Kidd, Judith Negro, Toni Sayles, Sheridan L. Academic Libraries Helping Relationship Training Job Performance Library Services Library Personnel Users (Information) Online Courses Workshops Evaluation Methods High-quality customer service is an important aim of the library experience. Its importance is evidenced by attention given to the topic in scholarly literature and academic conference proceedings. This article describes the challenging process of creating and delivering a blended customer service training curriculum to all library staff working at public service points in the University of Maryland Libraries. An online course, in-person workshops, and digital badges were devised. Assessment was conducted at the end of the first year, resulting in revisions to the course. |
| format | Recurso educativo Open Access |
| id | eric_EJ1113150 |
| institution | ERIC Institute of Education Sciences |
| language | en |
| publishDate | 2016 |
| record_format | eric |
| spellingShingle | Rethinking Customer Service Training: A Curricular Solution to a Familiar Problem Epps, Sharon K. Kidd, Judith Negro, Toni Sayles, Sheridan L. Academic Libraries Helping Relationship Training Job Performance Library Services Library Personnel Users (Information) Online Courses Workshops Evaluation Methods Rethinking Customer Service Training: A Curricular Solution to a Familiar Problem Epps, Sharon K. Kidd, Judith Negro, Toni Sayles, Sheridan L. Academic Libraries Helping Relationship Training Job Performance Library Services Library Personnel Users (Information) Online Courses Workshops Evaluation Methods High-quality customer service is an important aim of the library experience. Its importance is evidenced by attention given to the topic in scholarly literature and academic conference proceedings. This article describes the challenging process of creating and delivering a blended customer service training curriculum to all library staff working at public service points in the University of Maryland Libraries. An online course, in-person workshops, and digital badges were devised. Assessment was conducted at the end of the first year, resulting in revisions to the course. |
| title | Rethinking Customer Service Training: A Curricular Solution to a Familiar Problem |
| topic | Academic Libraries Helping Relationship Training Job Performance Library Services Library Personnel Users (Information) Online Courses Workshops Evaluation Methods |
| url | https://eric.ed.gov/?id=EJ1113150 |