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Millennials in the Library: Millennials in the Library:
Today's Student Library WorkerToday's Student Library Worker
Customer Service Training for Customer Service Training for Student Assistants in Public Student Assistants in Public
ServicesServicesMangala KrishnamurthyUniversity of Alabama
AACRL workshop Friday, October 7, 2005Alabama Public Library
ServiceMontgomery, AL
The Rodgers Library for Science and Engineering supports coursework and research in astronomy, biology, chemistry, geography, geology, mathematics, physics, engineering, nursing, and computer science. This library remains open until 2am from Sunday—Thursday for late night study.
Library’s VisionLibrary’s Vision
University Libraries strives for University Libraries strives for excellence in advancing the excellence in advancing the University's teaching, research, and University's teaching, research, and outreach programs by anticipating outreach programs by anticipating information needs, providing access information needs, providing access to resources, and promoting effective to resources, and promoting effective use of information by students, use of information by students, faculty, and staff. faculty, and staff.
Who’s WhoWho’s Who
Library StaffLibrary Staff– John Sandy, HeadJohn Sandy, Head– Barbara Hedges, Reference LibrarianBarbara Hedges, Reference Librarian– Mangala Krishnamurthy, Reference LibrarianMangala Krishnamurthy, Reference Librarian– Eloise Griffin, Library Associate, Student Eloise Griffin, Library Associate, Student
SupervisorSupervisor– Annette Tinker, Library AssistantAnnette Tinker, Library Assistant– Shinora Walker, Library AssistantShinora Walker, Library Assistant– Vacant, Library AssistantVacant, Library Assistant– Vacant, Library Assistant (Part Time)Vacant, Library Assistant (Part Time)– Student AssistantsStudent Assistants
Annette TinkerLibrary Assistant
ReferenceVacant
Library Assistant
VacantLibrary AssistantCirculation (Part
time)
Barbara HedgesReference LibrarianTechnical Services
Eloise GriffinLibrary Associate
Circulation
Mangala KrishnamurtyReference Librarian
Public Services
John Sandy,Head
Shinora WalkerLibrary Assistant
Library PoliciesLibrary Policies Student ConductStudent Conduct
– Be friendly but do not become too personal with library Be friendly but do not become too personal with library users. users.
– Greet all library users pleasantly.Greet all library users pleasantly.– Under no circumstances should any statements be made Under no circumstances should any statements be made
on the ability of other library personnel/users.on the ability of other library personnel/users.– Keep social conversation brief.Keep social conversation brief.– Conversations with friends or other staff should cease in Conversations with friends or other staff should cease in
mid-sentence when a user approaches.mid-sentence when a user approaches.– If you are busy helping someone at the desk and the If you are busy helping someone at the desk and the
phone rings, answer the phone and ask the caller to phone rings, answer the phone and ask the caller to please hold.please hold.
Display a positive and professional attitudeDisplay a positive and professional attitude
Phone EtiquettePhone Etiquette
Circulation desk phone is for BUSINESS onlyCirculation desk phone is for BUSINESS only Greetings Greetings No personal calls from the Circulation desk No personal calls from the Circulation desk
PhonePhone If you receive a call, Keep the call length to a If you receive a call, Keep the call length to a
minimumminimum No Cell Phone usage at the Circulation deskNo Cell Phone usage at the Circulation desk Turn off the ringer on the cell phone Turn off the ringer on the cell phone Remember, you are at theRemember, you are at the public service public service
pointpoint
Who are our Who are our Patrons/Customers?Patrons/Customers?
StudentsStudents FacultyFaculty ResearchersResearchers EmployeesEmployees Visiting ScholarsVisiting Scholars Community MembersCommunity Members
Customer ServiceCustomer Service
3 A’s in Customer Service3 A’s in Customer Service 3 C’s in Customer Service3 C’s in Customer Service High quality Service is the High quality Service is the
Goal of Rodgers Library. We Goal of Rodgers Library. We are serious about it.are serious about it.
You are the service providerYou are the service provider Patrons comes firstPatrons comes first
Customer Service……Customer Service……cont’dcont’d
Treat Users of the Library as Treat Users of the Library as CustomersCustomers
Give accurate and reliable information. Give accurate and reliable information. We are accessible and easy to We are accessible and easy to
approach.approach. Do it right and do it now-is the service Do it right and do it now-is the service
state of mindstate of mind
What makes a customer What makes a customer remember the service?remember the service?
Friendly service with respect, Friendly service with respect, interest, and careful attentioninterest, and careful attention
Flexibility - finding a way, even when Flexibility - finding a way, even when the need or request seems unusualthe need or request seems unusual
Solving problems and making things Solving problems and making things betterbetter
What makes a customer What makes a customer remember the service?...cont’dremember the service?...cont’d
Admission of mistakes with sincere Admission of mistakes with sincere apology and reaching outapology and reaching out
What do you want when you’re the What do you want when you’re the customer?-This may help us all to customer?-This may help us all to treat our customers the way we want treat our customers the way we want to be treated!to be treated!
Team WorkTeam Work
TEAM=Together Everyone Achieves TEAM=Together Everyone Achieves MoreMore
We are a team in this libraryWe are a team in this library A staff of 8 and 16-18 student A staff of 8 and 16-18 student
assistants.assistants. Fish PhilosophyFish Philosophy
SummarySummary
Reiterate Reiterate Wrap-upWrap-up Q & AQ & A
“ “Coming together is a beginning, Coming together is a beginning, staying together is a process, and staying together is a process, and working together is a success.” – Henry working together is a success.” – Henry FordFord
References & ReadingsReferences & Readings William K. BlackWilliam K. Black. . Libraries and student assistants : critical linksLibraries and student assistants : critical links. .
New York : Haworth Press, 1995. New York : Haworth Press, 1995.
Kathman J.M. and Kathman M.D. “What difference does Kathman J.M. and Kathman M.D. “What difference does diversity make in managing student employees.?” diversity make in managing student employees.?” College & College & Research LibrariesResearch Libraries 59.4 (1998) 378-89. 59.4 (1998) 378-89.
Gorman, Audrey. Accessibility, Diversity, and Customer Service. Gorman, Audrey. Accessibility, Diversity, and Customer Service. Webcast, 2003 <Webcast, 2003 <http://www.accessall.net/events.html.html>http://www.accessall.net/events.html.html>
Fred Pryor Seminars. How to Deliver Exceptional Customer Fred Pryor Seminars. How to Deliver Exceptional Customer Service. <Service. <http://http://www.pryor.com/index_Body.aspwww.pryor.com/index_Body.asp>>
Barden Ronald. “They Are Employees, After All.”, Barden Ronald. “They Are Employees, After All.”, Educause Educause QuarterlyQuarterly. 2, 2004 <. 2, 2004 <http://www.educause.edu/ir/library/pdf/eqm0420.pdfhttp://www.educause.edu/ir/library/pdf/eqm0420.pdf>>
Hasty, Douglas. “Student Assistants as Library Ambassadors: A Hasty, Douglas. “Student Assistants as Library Ambassadors: A Specialized Customer Service Training Program.” Poster Specialized Customer Service Training Program.” Poster Presentation. 1999 ALA Conference, New Orleans,LA Presentation. 1999 ALA Conference, New Orleans,LA <<http://www.fiu.edu/~hastyd/poster99.htmlhttp://www.fiu.edu/~hastyd/poster99.html>>