Providing exceptional customer service should be one of the primary goals for all academic libraries. However, with the day- to- day interruptions, librarians sometimes forget all about customer service. By developing a Customer Service Task Force, Penfield Library has been able to develop a number of projects in the past two years to greatly improve its reputation. Such methods as surveys and small and large focus groups were conducted to determine what projects needed to be addressed. Tips and tricks to providing quality customer service in a small college/university library are also presented.
Morrison, Dr. Ray L.
"Techniques for Providing Outstanding Customer Service,"
The Christian Librarian: Vol. 55
, Article 5.
Available at: http://digitalcommons.georgefox.edu/tcl/vol55/iss1/5