acrlnec 2009 - building community: how combined training improves customer service

How Combined Training Improves Customer Service

BUILDING COMMUNITY

What is community?

Welcome to Beatley

What do our patrons see?

Circulation

Technology

Reference

New Library, New Opportunities Overarching goals for the pilot project:

Improve the day to day operations Find opportunities for collaboration

Concrete issues: Student workers needed:

more support common knowledge common skills

Supervisor Meetings

What we discuss Managing students Anticipated issues Unanticipated issues

Unexpected outcome: we provide support for each other as managers and as professionals

Communication

Keys to our success Meetings InfoCommons blog Statistics modules

Why train together?

Get to know each other Everyone hears the same message at

the same time Reinforces that we have the same goals

Combined Orientation

Introduction into the services that each desk provides

Review of policies that impact each service point

Discussion of issues of common interest

Skill Building Workshops

Dealing with Difficult Situations Gianna Gifford, Librarian for the School of

Social Work Focused on strategies for dealing with difficult

situations

Skill Building Workshops

Providing Excellent Customer Service Rex Krajewski, Reference Services Librarian Focused on strategies for providing

excellent customer service

Socials

Getting to know you, getting to know all about you Fishing for Friends Speed Friending Desk Decorating Bake-offs and snacking

Challenges

Different Departments Communication Channels Different Budgets

Scheduling Meetings Trainings

Benefits

For us Support network for each other Space to vent Insight on managing No duplication of effort

Benefits

For our student workers Support from managers Network of peers Transferrable skills Shared communication channels Everyone is on the same page

Benefits

For our patrons Informed student workers Correct referrals Better service

What the future holds

Reinforcing (and rebuilding) service ethos and a team spirit

Additional trainings – professionalism and job skills Continued communication and planning

Takeaways

What you need: Support from administrators Collaboration between supervisors

What you get: An environment where student workers see themselves as part of a community of service

Takeaways

And while it helps if you have: Time Money

Having a community is: Fun!