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