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Re-thinking customer service training: A curricular
solution to a familiar problem
Sharon Epps Sheridan Sayles
Judi KiddToni Negro
November 13, 2014Access Services Conference, Atlanta, GA
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• Why?• Buy in from staff• Course development• Navigation• Lessons learned & next steps• Questions
Customer Service Training at
UMD
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• Standardized & unified training• Baseline level of job skills,
knowledge• Positively meet customer
expectations• Effectively deal with customers in
stressful situations
Why a Customer Service
Training Program?
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• Excellent service = Library highly valued
• Job satisfaction, motivation, innovation
• Greater staff recognition
Why a Customer Service Training Program? cont’d
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• Customer Service Forums • Staff Survey• Stakeholder Meetings • Reports: Senior Leadership, Staff
Assembly• Digital Badge
Staff Buy-In
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Committee Final Report• Communication• Job skills• Job knowledgeModule Format• Content• QuizzesBlended Learning Approach• Online• In-person workshops
Course Development
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• Consistency & Branding
• Testing links
• User support
Navigation & Implementation
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Consistency & Branding
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Content 1
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Content 2
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Quizzes
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• Testing Links
• Staff/student User Guide
• Supervisor Guide
Testing & User Support
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Lessons Learned
• Varied preferences for delivery of training
• Campus environments & cultures• Communication: Progress Reports• Field test all course aspects• Ensure accessibility to all content
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Lessons Learned cont’d
• Diversity of tech literacy• Realistic timeframe for course
development• Plan logistics for implementation• Technical expertise
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Next Steps
• Assessment– Improve staff performance– Better service to users– Completion rates
• Sustainability