Document Type

Article

Publication Date

12-14-2018

Publication Title

Journal of Access Services

Volume

14

Abstract

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.

Issue

4

DOI

10.1080/15367967.2017.1407247

Rights

This is an Accepted Manuscript of an article published by Taylor & Francis in the Journal of Access Services on December 14, 2017. The publisher version is available online at: http://www.tandfonline.com/10.1080/15367967.2017.1407247.

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