Work

Rethinking customer service training: A curricular solution to a familiar problem

Year: 2016

Type: article

Abstract: 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.

Source: Journal of Access Services

DOI: 10.1080/15367967.2016.1206476

Authors: Sharon K. Epps, Judith Kidd, Toni Negro, Sheridan L. Sayles

Institutions: University of Maryland, College Park, Universities at Shady Grove, Rutgers, The State University of New Jersey

Language: English

Topic: Library Science and Information Literacy

Subfield: Library and Information Sciences

Field: Social Sciences

Domain: Social Sciences

SDG: Quality education

Open Access status: green

OpenAlex ID: W2507185575

FWCI: 10.16

Cites: 9

Cited by: 10

Related to: 10