Customer Service Training in the IUB Libraries

1. Customer Service Training in the IUB Libraries Librarian’s Day May 15, 2009 Gwen Pershing \

2. Committee Charge Propose the following: The IUB Libraries customer service philosophy and how it fits into the Libraries mission Service delivery expectations and policy guidelines, if any Recommend a customer service training program for biweekly appointed staff, PA staff and librarians upon review of the following: Best method(s) for the training (e.g. print materials, multimedia materials, formal presentations, informal discussion groups, classroom training, web/computer-based training, optimal locations(s) and group size) Utilization of external training programs and resources (e.g. University Human Resource Services) The training cycle (e.g. recruitment/selection practices, orientation, managers’ role, acknowledging outstanding service, encouragement during service breakdowns) How the effectiveness of the training will be measured (e.g. employee self-report, customer evaluation, managerial evaluation)

3. Recommend a customer service training program for hourly employees based on the Hourly Positions Review Committee’s report: Donna Burkhardt from Human Resources is willing to conduct sessions for all student employees of the library free of charge. The training is two hours per person. The cost of paying all students for two additional hours would be no less than $5,000 the first year. Continuing the program each year might result in fewer dollars since there will be returning hourly employees. The Committee recommends that the IUB Libraries sponsor Customer Service training for all supervisors (hiring and non-hiring) at least one time each year. It would be required for all supervisors to attend training once every three years. The Committee recommends that Libraries Human Resources be responsible for developing a customer service training packet for supervisors of hourly employees. LHR may wish to appoint a committee made up of supervisors to assist in preparing the training packet. All supervisors would be required to use the information in the training packet when training new students. In addition, all students would be required to complete the on-line customer service tutorial prepared by Human Resources. Consult with the Director of Administrative Services in relation to developmental and equipment costs.

4. Review of Other Libraries Customer Service Plans From library websites • Ohio State University Libraries—service values http://library.osu.edu/sites/about/mission.php • University of Iowa Library—intertwined with their strategic plan http://www.lib.uiowa.edu/about/strategic.html • University of Nevada, Architecture Studies Library—Service Philosophy http://library.nevada.edu/arch/servicephil.html • Spencer S. Eccles Health Science Library http://library.med.utah.edu/lib/servphilosophy.php • Kent State Libraries and Media Services—Service Philosophy http://www.library.kent.edu/page/10107 • Bucknell University—Service Philosophy http://www.bucknell.edu/x36262.xml

5. From a request Pat Steele made to the ARL Director’s List • University of Minnesota https://wiki.lib.umn.edu/IADS/CustomerServiceTraining • University of Washington—90 Minute training program offered twice each academic quarter. All new employees are expected to attend, and supervisors are urged to require student employees to attend. • Georgetown University—Program summary for Student Employee Customer Service Training: the Basics.

6. Review of IUB Documentation • IUB Privacy Policy http://www.libraries.iub.edu/index.php?pageId=1137 • Diversity Committee Homepage http://elmo.libraries.iub.edu/intranet/page.php?pageId=756 • Customer and Access Services Customer Service Expectations and Standards for all staff—Document distributed to all staff during the initial training.

7. IUB Libraries: Mission To support and strengthen teaching, learning and research by providing the collections, services, and environments that lead to intellectual discovery.

8. Identifying Elements of the Service Standards Kent State Libraries and Media Services • Reliability • Responsiveness • Accessibility University of Iowa • Diversity Bucknell University • Communication IUB Libraries • Confidentiality

9. Service Philosophy of IUB Libraries We are committed to providing service that is respectful, responsive and supportive by courteous and competent staff.

10. Performance Standards Reliability We can be relied upon to provide access to a variety of informational needs, services, and resources. We will meet customer needs and expectations by providing quality services and accurate information. Responsiveness All library staff will provide prompt and courteous service.

11. Diversity We will create an environment that is respectful, building an inclusive library community that supports differences. Accessibility We will give individualized attention to needs without bias and with full use of available resources.

12. Clear Communication We will communicate with others clearly, respectfully and in a timely manner, both verbally and in writing. Signage, print materials, and electronic communications will be understandable and effective. Confidentiality Recognizing the right to privacy, an individual’s records and interactions will not be used for any other purpose than routine record keeping, or where otherwise required by law.

13. Customer Service Training for Staff (Support, PA, and Librarian) All Staff • Customer service will become a performance standard and will be included in the annual evaluation process for all staff.

14. Current Staff • Every staff employee must attend a session conducted by a UHRS University Consultant/Trainer from University Human Resources Services. • Every year thereafter, unit heads will be required to review their unit’s customer service policies with their staff. • Every three years, all staff will complete a follow-up session.

15. New Staff • Libraries Human Resources (LHR) will provide every new employee with a handout covering the Libraries customer service philosophy, guidelines, policies, etc. • Once a year all staff hired in the past 12 months will attend customer service training conducted by a UHRS University Consultant/Trainer.

16. Customer Service Training for Hourly Employees • All Hourly employees must complete the UHRS online customer service tutorial. http://www.indiana.edu/~uhrs/training/CustServ/library/index.htm • LHR will appoint a group of trained supervisors who will assist in developing an in-house training program for hourly employees.

17. Program Assessment We recommend the Libraries implement an annual survey to determine if the customer service training program is effective. • Internal users and patrons should be surveyed. • The survey should be brief and have a comments section

18. Standing Customer Service Committee We recommend the Libraries form a standing committee to track the progress and assessment of the proposed program and to revise it as needed.

19. Accomplishments to Date The Libraries Human Resources office arranged for nine customer service training sessions January – March 2009. 284 of the 287 library staff attended the customer service training.

20. Major Training Points • Discussion about expectations: employee expectations and customer expectations. • Discussion on behaviors that demonstrate effective service. • Four types of service: freezer; factory; friendly zoo; Quality Customer Service. • Managers role in effective service delivery. • 8 Sins of customer service.

21. What Next? An Hourly Customer Service Training Committee is being appointed. There will be eight to sixteen members of this committee, representing all areas of the library. Their job will be to develop an in-house training program for all supervisors to use when training hourly employees.