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Customer Service Training in the IUB Libraries - page 2 / 21

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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)

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