Re-thinking customer service training: A curricular solution to a familiar problem

Abstract

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. Comprised of yearly meetings, an online course offered via our course management system, and in-person workshops held throughout the semester, employees earn a digital badge for successful completion this program which is part of their annual review. This presentation will detail our sometimes difficult, often uncertain, but worthwhile process of determining training needs and creating this program as we incorporate customer service into the daily work of our employees.