Are You Being Served? Designing the Customer Service Curriculum

Autor/in	Ippoliti, Cinthya
Titel	Are You Being Served? Designing the Customer Service Curriculum
Quelle	In: Public Services Quarterly, 10 (2014) 3, S.177-192 (16 Seiten) PDF als Volltext Verfügbarkeit
Sprache	englisch
Dokumenttyp	gedruckt; online; Zeitschriftenaufsatz
ISSN	1522-8959
DOI	10.1080/15228959.2014.914864
Schlagwörter	Academic Libraries; Staff Development; Curriculum Development; Library Services; Educational Needs; Literature Reviews; Surveys; Needs Assessment; Library Personnel; Training Methods; Course Content; Course Descriptions; Capacity Building; Interpersonal Competence; Higher Education; Curriculum Design; Qualitative Research; Maryland + Suchen Sie Ihr Suchwort? College; Colleges; University; Universities; Libary; Libraries; Hochschule; Fachhochschule; Universität; Bibliothek; Hochschulbibliothek; Personnel development; Personalentwicklung; Curriculum; Development; Curriculumentwicklung; Lehrplan; Entwicklung; Bibliotheksarbeit; Educational need; Bildungsbedarf; Survey; Umfrage; Befragung; Bedarfsermittlung; Didaktik; Trainingsmaßnahme; Kursprogramm; Kursstrukturplan; Interpersonale Kompetenz; Hochschulbildung; Hochschulsystem; Hochschulwesen; Lehrplangestaltung; Qualitative Forschung
Abstract	Customer service is a core component of user experience and an important element in making patrons feel welcomed and valued within our libraries. At the University of Maryland Libraries, we took on the challenging task of creating a customer service training curriculum for all staff working at public service points and offering a digital badge for successful completion of a non-credit course. This article will detail our sometimes difficult, often uncertain, but ultimately worthwhile process of determining training needs and creating this course as we incorporate customer service into the daily work of our employees. (As Provided).
Anmerkungen	Routledge. Available from: Taylor & Francis, Ltd. 325 Chestnut Street Suite 800, Philadelphia, PA 19106. Tel: 800-354-1420; Fax: 215-625-2940; Web site: http://www.tandf.co.uk/journals
Erfasst von	ERIC (Education Resources Information Center), Washington, DC
Update	2017/4/10