No more "Magic Aprons": Longitudinal assessment and continuous improvement of customer service at the University of North Dakota libraries

The University of North Dakota (UND) Libraries have developed a multi-award winning Customer Service Program (CSP) involving longitudinal assessment and continuous improvement. The CSP consists of iterative training modules; constant reinforcement of Customer Service Principles with multiple communi...

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Bibliographic Details
Published inJournal of access services Vol. 14; no. 4; pp. 215 - 227
Main Authors Clark, Karlene T., Walker, Stephanie R.
Format Journal Article
LanguageEnglish
Published Binghamton Routledge 02.10.2017
Taylor & Francis Ltd
Subjects
Academic Libraries
Access Services
assessment
Change Strategies
circulation
customer service
Customer services
leadership
learning outcomes
Library Development
Library Services
Program Development
Program Implementation
student employment
Total Quality Management
North Dakota
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Summary:The University of North Dakota (UND) Libraries have developed a multi-award winning Customer Service Program (CSP) involving longitudinal assessment and continuous improvement. The CSP consists of iterative training modules; constant reinforcement of Customer Service Principles with multiple communication strategies and tools, and incentives that boost morale and foster not only compliance, but initiative-taking and innovation. The CSP became a widely adopted part of campus-wide assessment, beyond the libraries. Subsequent presentations at conferences led to multiple requests and implementation at other libraries.
ISSN:1536-7967
1536-7975
DOI:10.1080/15367967.2017.1407247