Committee Members

The Problem

Inclusive customer service includes making all people feel welcomed and ensuring their “experience” in our spaces is positive. Our student employees are often the first people students, faculty, and staff encounter when entering the libraries, calling for assistance, etc. We have not consistently trained our students in the art of inclusive customer service and therefore may not be providing the positive and welcoming experience we want all of our  patrons to experience.

Goals

We will make sure all staff and student staff project a welcoming and helpful attitude to all that enter and use our facilities. We will expect supervisors to engage in active on-going on the job training and will do random checks to ensure that staff and student employees are greeting patrons as they enter the library or that customer interactions at the service desks are handled in a friendly and professional manner. Supervisors will update employee training and work procedures to adapt to best serve patron needs and conform to customer service best practices. 

Accomplishments so Far 

1. We developed a student employee training program that prioritizes patron service. 

2. We train student employees to greet and acknowledge everyone who enters the library and be available and eager to assist anyone at any time, as well as proactively recognizing and offering help to patrons who may require special assistance. 

3. Student employees wear name badges to allow patrons to recognize them and ask for assistance