The Customer Comes First: Implementing a Customer Service Program at the University of Minnesota, Twin Cities Libraries

Presented at the Access Services Conference 2010, November 10 - 12, 2010, Georgia Institute of Technology, Georgia Tech Global Learning Center, Atlanta, Georgia.Library customers have more remote information choices than ever before, so we must ensure that when they do come to the library, they experience a welcoming environment, a high standard of service, and receive equitable levels of service across campus. Developing a customer service program was a logical next step to reinforce the ongoing commitment of our Libraries to users and providing value to users who do come to the libraries. Attendees will learn the details regarding the implementation of the customer service program at the University of Minnesota, Twin Cities Libraries and hear tips on implementing a similar program at their institution.Georgia Institute of Technology Library and Information Center; Georgia State University Library; Georgia Gwinnett College Library; Generation Fifth Application