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I. Definition, Philosophy, Standards, Procedures
- Strategy: Develop a definition, philosophy, and standards for customer service, using input from customers and library staff. Standards will address the physical environment necessary for optimal service, as well as successful service transactions. Customer service focuses on performance, personal accountability, professional growth, and mutual respect.
- Rationale: A commonly understood philosophy and standards are the foundation of continuous improvement in the customer service program.
- Priority 1: Begin immediately.
- Performance Outcome Measure: Customer satisfaction increases, as reported by customers in surveys. Staff report that customer service transactions are more effective as a result of their knowledge and practice of the service philosophy and standards.
- Strategy: Each department will incorporate the customer service definition, philosophy, and service standards in orienting and training departmental staff.
- Rationale: Customers benefit when staff have an awareness of customer service philosophy and standards of service.
- Priority 1: Orientation implemented by December, 1996.
- Performance Outcome Measure: [Same as above.]
II. Training Program For Improved Customer Service
- Strategy: Training will be provided for all staff which will impart the skills required for effective service to both internal and external customers. Training will be based on the standards articulated above and should include a basic orientation to the Libraries' customer service philosophy as well as intensive training in customer service skills.
- Rationale: Effective customer service is learned behavior for many in the workplace. The training program is meant to build in deliberate and consistent ways on the solid foundation of customer service skills that most staff already have.
- Priority 1: First training to be offered in the Fall of 1996.
- Performance Outcome Measure: Both external and internal customers report significant increase in customer service performance by staff.
III. Assessment of Customer Service Effectiveness
- Strategy: To ensure uniformity in survey methods and evatuation tools, develop methods for assessing customer needs and satisfaction. Departments and units will implement these customer service assessment practices for both their internal and external customers.
- Rationale: Continuously improving customer service requires garnering more information about their needs and testing whether services are meeting those needs.
- Priority 1: First customer assessment tools (prototypes) available Fall of 1996. Departments implement beginning January, 1997, after orientation to assessment methods.
- Performance Outcome Measure: Customers report continuous improvement of service quality over time.
IV. Performance Appraisal on Customer Service
- Strategy: Using the adopted definition, philosophy, and standards of customer service, develop criteriato evaluate customer service skills and effectiveness. These criteria will be incorporated into existing performance evaluation tools for all Libraries staff.
- Rationale: The performance evaluation system is yet another tool for improving customer service and for improving an individual employee's customer service skills.
- Priority 1: Criteria/expectations developed by July, 1996, and incorporated into the next round of performance evaluations.
- Performance Outcome Measure: Same as previous strategy.
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