Preparing for the Main Event: Creating a culture of customer service

Abstract

Customer Service is more than just being nice. It is a teachable skill as important, if not more, than technical skills in our service-oriented industry. In 2017, NCTC Libraries--Gainesville Campus participated in a 6-month long customer service-building project employing many of

the concepts detailed in “The Customer Service Revolution” by John DiJulius. This project laid the foundations for cre- ating a “culture of service” within the front-line staff. This staff-driven process produced a vision statement, a promise

to our customers, customer service standards, and a customer service training manual for new hires and old hands. Walk through the process and be inspired to create your own culture of service within your library!

Description
Shedrick Pittman, North Central Texas College
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