Customer Service Training in Academic Libraries.

Abstract

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) ******************************************************************** * Reproductions supplied by EDRS are the best that can be made * * from the original document. * ********************I.A;,AA*******************************1 ************ U.S. DEPARTMENT OF EDUCATION Office of Educational Research and Improvement EDUCATIONAL RESOURCES INFORMATION CENTER (ERIC) This document has been as received from the person or reproduced organization originating it. Minor changes have been made to improve reproduction quality. CN1 Points of view or opinions stated in this document do not necessarily represent official OERI position or policy. C) CUSTOMER SERVICE TRAINING IN ACADEMIC LIBRARIES A Master's Research Paper submitted to the Kent State University School of Library and Information Science in partial fulfillment of the requirements for the degree of Master of Library Science by Elizabeth L. Plummer July, 1996 PERMISSION TO REPRODUCE THIS MATERIAL HAS BEEN GRANTED BY Elizabeth Plummer

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