Training for Service

Abstract

How can academic libraries provide consistently high-quality customer service, when employees range from brand new student workers to seasoned professionals? The University of Michigan Library developed a new customer service training program for a large audience at low cost. Find out how to clarify expectations for customer service and communicate these expectations to everyone who serves patrons. The customer service team will demonstrate both their online training tool with built-in quizzing, and an in-person workshop on how acting fits in customer service. Participants will leave with ideas on how to communicate standards and practices for soft skills such as customer service to employees.