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

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.

Developing ICT Competencies: New Skill Sets for Excellent Customer Service in Academic Libraries

“…The results showed that most of the academic libraries offer scholarships to staff in the form of study leave and subsidies to attend short courses, seminars, workshops and conferences. This finding is corroborated in previous studies by Raju and Mathu [21], Cherinet [27], Epps et al [32], Ezema et al [6]. The study also identified several challenges confronting both internal and external ICT training programmes within academic libraries.…”

“…Supporting the need for upgrading librarians' skills, Colon Aguirre [31] proposed service learning (a form of experiential leaning) as a way of bridging the gap between LIS education and practice as well as enhancing service delivery in today's academic libraries. Epps, Kidd, Negro and Sayles [32] suggested delivering a blended customer service training curriculum to all library workers as a solution to this familiar problem. Shiholo and Ocholla [33] are of the view that core skills and core knowledge for information providers must be reviewed by regularly involving various practitioners on the field and library associations in developing, updating and upgrading skills of librarians for an improved customer service experience in academic libraries.…”