Aiming for service excellence: Implementing a plan for customer service quality at a blended service desk

ABSTRACT

This article discusses a public service review and redesign that resulted in a blended service desk combining reference and circulation functions, staffed by nonlibrarians. The redesign implements a number of organizational structures that encourage service excellence, as found in the business literature and in examples of nonlibrary organizations that excel in customer service. The article identifies key organizational structures that have been shown to support or hinder good service and discusses the process of implementing these structures in practice and the results of an assessment process designed around determining success.

KEYWORDS:

• Access services
• blended service
• service quality
• single service desk
• user services