Access Services Conference Presentation - Customer Service  

Access Services Customer Service Goal:

Create and maintain a welcoming and friendly atmosphere for people entering, leaving, and lingering in the Lobby of the Library.

ACTION PLAN: How will we accomplish this goal? Who is responsible for each part?

• Ensure that there is a visible presence at the front circulation desk at least 90% of the time from June to August.

• Focus attention on the customers first

• Be approachable at the Circulation Desk

• Develop and implement a reward system for employees that exhibit desired behaviors at the Circulation Desk