Millennials in the Library: Millennials in the Library:

Today's Student Library WorkerToday's Student Library Worker

Customer Service Training for Customer Service Training for Student Assistants in Public Student Assistants in Public

ServicesServicesMangala KrishnamurthyUniversity of Alabama

AACRL workshop Friday, October 7, 2005Alabama Public Library

ServiceMontgomery, AL

The Rodgers Library for Science and Engineering supports coursework and research in astronomy, biology, chemistry, geography, geology, mathematics, physics, engineering, nursing, and computer science. This library remains open until 2am from Sunday—Thursday for late night study.

Library’s VisionLibrary’s Vision

University Libraries strives for University Libraries strives for excellence in advancing the excellence in advancing the University's teaching, research, and University's teaching, research, and outreach programs by anticipating outreach programs by anticipating information needs, providing access information needs, providing access to resources, and promoting effective to resources, and promoting effective use of information by students, use of information by students, faculty, and staff. faculty, and staff.

Who’s WhoWho’s Who

Library StaffLibrary Staff– John Sandy, HeadJohn Sandy, Head– Barbara Hedges, Reference LibrarianBarbara Hedges, Reference Librarian– Mangala Krishnamurthy, Reference LibrarianMangala Krishnamurthy, Reference Librarian– Eloise Griffin, Library Associate, Student Eloise Griffin, Library Associate, Student

SupervisorSupervisor– Annette Tinker, Library AssistantAnnette Tinker, Library Assistant– Shinora Walker, Library AssistantShinora Walker, Library Assistant– Vacant, Library AssistantVacant, Library Assistant– Vacant, Library Assistant (Part Time)Vacant, Library Assistant (Part Time)– Student AssistantsStudent Assistants

Annette TinkerLibrary Assistant

ReferenceVacant

Library Assistant

VacantLibrary AssistantCirculation (Part

time)

Barbara HedgesReference LibrarianTechnical Services

Eloise GriffinLibrary Associate

Circulation

Mangala KrishnamurtyReference Librarian

Public Services

John Sandy,Head

Shinora WalkerLibrary Assistant

Library PoliciesLibrary Policies Student ConductStudent Conduct

– Be friendly but do not become too personal with library Be friendly but do not become too personal with library users. users.

– Greet all library users pleasantly.Greet all library users pleasantly.– Under no circumstances should any statements be made Under no circumstances should any statements be made

on the ability of other library personnel/users.on the ability of other library personnel/users.– Keep social conversation brief.Keep social conversation brief.– Conversations with friends or other staff should cease in Conversations with friends or other staff should cease in

mid-sentence when a user approaches.mid-sentence when a user approaches.– If you are busy helping someone at the desk and the If you are busy helping someone at the desk and the

phone rings, answer the phone and ask the caller to phone rings, answer the phone and ask the caller to please hold.please hold.

Display a positive and professional attitudeDisplay a positive and professional attitude

Phone EtiquettePhone Etiquette

Circulation desk phone is for BUSINESS onlyCirculation desk phone is for BUSINESS only Greetings Greetings No personal calls from the Circulation desk No personal calls from the Circulation desk

PhonePhone If you receive a call, Keep the call length to a If you receive a call, Keep the call length to a

minimumminimum No Cell Phone usage at the Circulation deskNo Cell Phone usage at the Circulation desk Turn off the ringer on the cell phone Turn off the ringer on the cell phone Remember, you are at theRemember, you are at the public service public service

pointpoint

Who are our Who are our Patrons/Customers?Patrons/Customers?

StudentsStudents FacultyFaculty ResearchersResearchers EmployeesEmployees Visiting ScholarsVisiting Scholars Community MembersCommunity Members

Customer ServiceCustomer Service

3 A’s in Customer Service3 A’s in Customer Service 3 C’s in Customer Service3 C’s in Customer Service High quality Service is the High quality Service is the

Goal of Rodgers Library. We Goal of Rodgers Library. We are serious about it.are serious about it.

You are the service providerYou are the service provider Patrons comes firstPatrons comes first

Customer Service……Customer Service……cont’dcont’d

Treat Users of the Library as Treat Users of the Library as CustomersCustomers

Give accurate and reliable information. Give accurate and reliable information. We are accessible and easy to We are accessible and easy to

approach.approach. Do it right and do it now-is the service Do it right and do it now-is the service

state of mindstate of mind

What makes a customer What makes a customer remember the service?remember the service?

Friendly service with respect, Friendly service with respect, interest, and careful attentioninterest, and careful attention

Flexibility - finding a way, even when Flexibility - finding a way, even when the need or request seems unusualthe need or request seems unusual

Solving problems and making things Solving problems and making things betterbetter

What makes a customer What makes a customer remember the service?...cont’dremember the service?...cont’d

Admission of mistakes with sincere Admission of mistakes with sincere apology and reaching outapology and reaching out

What do you want when you’re the What do you want when you’re the customer?-This may help us all to customer?-This may help us all to treat our customers the way we want treat our customers the way we want to be treated!to be treated!

Team WorkTeam Work

TEAM=Together Everyone Achieves TEAM=Together Everyone Achieves MoreMore

We are a team in this libraryWe are a team in this library A staff of 8 and 16-18 student A staff of 8 and 16-18 student

assistants.assistants. Fish PhilosophyFish Philosophy

SummarySummary

Reiterate Reiterate Wrap-upWrap-up Q & AQ & A

“ “Coming together is a beginning, Coming together is a beginning, staying together is a process, and staying together is a process, and working together is a success.” – Henry working together is a success.” – Henry FordFord

University Libraries' Student University Libraries' Student Appreciation Day Appreciation Day

References & ReadingsReferences & Readings William K. BlackWilliam K. Black. . Libraries and student assistants : critical linksLibraries and student assistants : critical links. .

New York : Haworth Press, 1995. New York : Haworth Press, 1995.

Kathman J.M. and Kathman M.D. “What difference does Kathman J.M. and Kathman M.D. “What difference does diversity make in managing student employees.?” diversity make in managing student employees.?” College & College & Research LibrariesResearch Libraries 59.4 (1998) 378-89. 59.4 (1998) 378-89.

Gorman, Audrey. Accessibility, Diversity, and Customer Service. Gorman, Audrey. Accessibility, Diversity, and Customer Service. Webcast, 2003 <Webcast, 2003 <http://www.accessall.net/events.html.html>http://www.accessall.net/events.html.html>

Fred Pryor Seminars. How to Deliver Exceptional Customer Fred Pryor Seminars. How to Deliver Exceptional Customer Service. <Service. <http://http://www.pryor.com/index_Body.aspwww.pryor.com/index_Body.asp>>

Barden Ronald. “They Are Employees, After All.”, Barden Ronald. “They Are Employees, After All.”, Educause Educause QuarterlyQuarterly. 2, 2004 <. 2, 2004 <http://www.educause.edu/ir/library/pdf/eqm0420.pdfhttp://www.educause.edu/ir/library/pdf/eqm0420.pdf>>

Hasty, Douglas. “Student Assistants as Library Ambassadors: A Hasty, Douglas. “Student Assistants as Library Ambassadors: A Specialized Customer Service Training Program.” Poster Specialized Customer Service Training Program.” Poster Presentation. 1999 ALA Conference, New Orleans,LA Presentation. 1999 ALA Conference, New Orleans,LA <<http://www.fiu.edu/~hastyd/poster99.htmlhttp://www.fiu.edu/~hastyd/poster99.html>>