ACRLNEC 2009 - Building Community: How Combined Training Improves Customer Service
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This document discusses how combined training of staff from different departments in a library can improve customer service. It outlines goals of building community and collaboration between circulation, technology, and reference departments. Key aspects of their combined training approach included joint supervisor meetings, orientation, skill-building workshops, and social activities to help staff get to know each other better. Benefits included improved support between staff managers, a shared network for student workers, better referrals and service for patrons, and an overall stronger sense of community and team spirit within the library.
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ACRLNEC 2009 - Building Community: How Combined Training Improves Customer Service
- 1. How Combined Training Improves Customer Service BUILDING COMMUNITY
- 4. What do our patrons see?
- 5. Circulation
- 6. Technology
- 7. Reference
Editor's Notes
- Our session today is about how combined training improves customer service, sort of a before and after look at life in the information commons at Simmons College. Our function in the information commons, like in most libraries, is to provide the best possible service for our patrons. The challenge inherent in providing this efficient and effective service is that this responsibility is entrusted to around 50 student workers. While these student workers are great, they typically only work around 10 hours a week and are doing things like graduating and finding new opportunities so we then have to find new students to hire to replace them. How can we maintain a consistently high level of service when those providing the service lack institutional knowledge and turn over on a regular basis? Our answer to this challenge was to build community among our student workers. It wasn’t our original goal but by identifying the challenges that we were facing, this became our solution. Today, we will talk about the steps that we have taken to improve customer service in the information commons and how doing so has built our community. Our information commons consists of three service points – Reference, Circulation and Technology.