In the fall of 2020, University Libraries introduced a new customer service training program to all its faculty, staff and student employees. This online program is aimed at orienting and training employees on the Libraries’ customer service standards and values to ensure consistent customer service experiences.
Built around the University Libraries’ four customer service values—knowledge, accessibility, responsiveness and empathy, the training program was developed by a cross-departmental group of library faculty and staff. This group worked with instructional designers on campus to create the framework, write the content, develop the assessments, and build the training course using WMU’s learning management system, Elearning.
"The customer service training program is one vital tool we use to build a common vocabulary and expectations about how we engage with our community. Everyone takes the training annually, from the Dean of Libraries to our student employees," said Julie Garrison, dean of University Libraries. The training has also been integrated into the Libraries' new employee onboarding and orientation process.
Customer service is at the heart of the work the University Libraries does. "We are all building an excellent customer service culture together," said Garrison. This new training program is an important part of ensuring that Libraries employees deliver excellent customer service.