Rethinking customer service training: A curricular solution to a familiar problem

ABSTRACT

High-quality customer service is an important aim of the library experience. Its importance is evidenced by attention given to the topic in scholarly literature and academic conference proceedings. This article describes the challenging process of creating and delivering a blended customer service training curriculum to all library staff working at public service points in the University of Maryland Libraries. An online course, in-person workshops, and digital badges were devised. Assessment was conducted at the end of the first year, resulting in revisions to the course.

KEYWORDS:

• Blended learning
• circulation
• continuing education
• curriculum
• customer service
• organizational performance
• training
• workplace learning