Rethinking Customer Service Training: A Curricular Solution to a Familiar Problem

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dc.contributor.authorEpps, Sharon
dc.contributor.authorKidd, Judith
dc.contributor.authorNegro, Toni
dc.contributor.authorSayles, Sheridan
dc.date.accessioned2017-10-30T16:50:27Z
dc.date.available2017-10-30T16:50:27Z
dc.date.issued2016
dc.description.abstractHigh-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.en_US
dc.identifierhttps://doi.org/10.13016/M29G5GF75
dc.identifier.citationEpps, S. K., Kidd, J., Negro, T., & Sayles, S. L. (2016). Rethinking customer service training: A curricular solution to a familiar problem. Journal of Access Services, 13(3), 199-209.en_US
dc.identifier.urihttp://hdl.handle.net/1903/20176
dc.language.isoen_USen_US
dc.publisherTaylor and Francisen_US
dc.relation.isAvailableAtDigital Repository at the University of Marylanden_us
dc.relation.isAvailableAtUniversity of Maryland Librariesen_us
dc.relation.isAvailableAtUniversity of Maryland (College Park, MD)en_us
dc.rights.licenseThis is an Accepted Manuscript of an article published by Taylor & Francis in the Journal of Access Services on 2 September 2016, available online: http://www.tandfonline.com/” [http://dx.doi.org/10.1080/15367967.2016.1206476].
dc.subjectBlended learningen_US
dc.subjectCirculationen_US
dc.subjectContinuing educationen_US
dc.subjectCurriculumen_US
dc.subjectOrganizational performanceen_US
dc.subjectTrainingen_US
dc.subjectWorkplace learningen_US
dc.titleRethinking Customer Service Training: A Curricular Solution to a Familiar Problemen_US
dc.typePreprinten_US

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