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ERIC ED401926: Customer Service Training in Academic Libraries.
by ERIC
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Academic libraries in Ohio were surveyed to determine the
existence and content of training in customer service
offered to library employees in the circulation and
reference departments. Surveys were mailed to 127
libraries, and achieved a return rate of 68% (n=87). The
survey contained questions about customer service
training for both new and continuing employees. Results
include: (1) 51% of the surveyed libraries offer formal
customer service training for new employees, 49% do not;
(2) 63% of the libraries which offer customer service
training for new employees also offer training for
continuing employees; (3) the majority of libraries
trained new employees in library policies, location of
primary resources and services, equipment training,
referrals, and the library's mission, and the majority of
libraries trained continuing employees in library
policies, equipment training, how to positively meet
customer expectations, emergency procedures, and dealing
with irate or frustrated patrons; (4) 63% of libraries
use prepared training materials for new employee
training, and 48% of libraries use prepared materials for
continuing training; (5) the majority of libraries
require attendance for both new and continuing employee
training; and (6) 76.5% of libraries provide funds for
staff to seek training outside the library system.
Appendices include a list of institutions to which the
questionnaire was sent, a copy of the questionnaire with
tabulated results, and copies of transmittal and follow-
up letters. (Contains 43 references.) (Author/SWC)
Date Published: 2015-12-19 00:40:15
Identifier: ERIC_ED401926
Item Size: 68184411
Language: english
Media Type: texts
# Topics
ERIC Archive; Academic Libraries; Hig...
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