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No More “Magic Aprons”: Longitudinal Assessment And Continuous Improvement Of Customer Service At The University Of North Dakota Libraries, Karlene T. Clark, Stephanie R. Walker
No More “Magic Aprons”: Longitudinal Assessment And Continuous Improvement Of Customer Service At The University Of North Dakota Libraries, Karlene T. Clark, Stephanie R. Walker
Librarian Publications
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.