Recommend a customer service training program for hourly employees based on the Hourly Positions Review Committee’s report:
Donna Burkhardt from Human Resources is willing to conduct sessions for all student employees of the library free of charge. The training is two hours per person. The cost of paying all students for two additional hours would be no less than $5,000 the first year. Continuing the program each year might result in fewer dollars since there will be returning hourly employees.
The Committee recommends that the IUB Libraries sponsor Customer Service training for all supervisors (hiring and non-hiring) at least one time each year. It would be required for all supervisors to attend training once every three years.
The Committee recommends that Libraries Human Resources be responsible for developing a customer service training packet for supervisors of hourly employees. LHR may wish to appoint a committee made up of supervisors to assist in preparing the training packet. All supervisors would be required to use the information in the training packet when training new students.
In addition, all students would be required to complete the on-line customer service tutorial prepared by Human Resources.
Consult with the Director of Administrative Services in relation to developmental and equipment costs.