Get 20M+ Full-Text Papers For Less Than $1.50/day. Start a 14-Day Trial for You or Your Team.

Learn More →

“Check This Out”: Assessing Customer Service at the Circulation Desk

“Check This Out”: Assessing Customer Service at the Circulation Desk The access services staff at Milner Library, Illinois State University, designed a customer service assessment to evaluate how effectively the department was carrying out its mission statement. Areas of assessment included the department's waiting times, helpfulness, and courtesy. The assessment activity focused on circulation services, which is the library's service point reaching the greatest number of patrons. The staff created a survey instrument collaboratively, distributed in paper and electronic format for a week. Results suggested that the department provides prompt and helpful service but has areas of improvement for courtesy. The department adapted customer service training for staff and student assistants. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Journal Of Access Services Taylor & Francis

“Check This Out”: Assessing Customer Service at the Circulation Desk

Journal Of Access Services , Volume 9 (3): 15 – Jul 1, 2012
15 pages

Loading next page...
 
/lp/taylor-francis/check-this-out-assessing-customer-service-at-the-circulation-desk-htYc0YGQdR

References (21)

Publisher
Taylor & Francis
Copyright
Copyright Taylor & Francis Group, LLC
ISSN
1536-7975
eISSN
1536-7967
DOI
10.1080/15367967.2012.684586
Publisher site
See Article on Publisher Site

Abstract

The access services staff at Milner Library, Illinois State University, designed a customer service assessment to evaluate how effectively the department was carrying out its mission statement. Areas of assessment included the department's waiting times, helpfulness, and courtesy. The assessment activity focused on circulation services, which is the library's service point reaching the greatest number of patrons. The staff created a survey instrument collaboratively, distributed in paper and electronic format for a week. Results suggested that the department provides prompt and helpful service but has areas of improvement for courtesy. The department adapted customer service training for staff and student assistants.

Journal

Journal Of Access ServicesTaylor & Francis

Published: Jul 1, 2012

Keywords: Circulation; customer service; assessment; circulation desk

There are no references for this article.