EPLs new service model looks at service through the eyes of our customers. We know customers don’t distinguish a reference question from a tech help question or a directional question. Customers just want great service! EPL investigated retail and library service models and implemented an approach that brings together all of the elements of customer engagement and experience including reference, readers advisory, digital literacy instruction, and customer service under one umbrella, Discovery Service.
A robust staff training program has been developed internally. Customer service training emphasizes the personal connection we make with customers, using two slogans, Find A Way to Say Yes and Its Personal. Annual mystery shopper evaluations help us evaluate our service and adapt our training. Weve evolved from reference interview training to discovery conversation training, from training on specific resources to search strategy training, and introducing a model of co-learning and exploration with our customers.
Learning Outcomes
Participants will evaluate their own service models through a customer-focused approach.
Participants will challenge traditional separations of library services in their service planning and delivery.
Participants will review an approach to customer service training that is library-focused and emphasizes the personal connections that underly all customer encounters.
