Statement of Need
Customer Service was identified in the 2005-2010 Strategic Plan as one of the three areas of greatest need in the library. All staff, regardless of job title needs customer service skills to help achieve our strategic goals.

Benefits
• Create a sense of community by providing a welcoming, inviting environment for our customers and staff regardless of race, color, religion, gender, sexual preference, national origin, disability, age, ancestry, or other characteristics.
• Provide excellent customer service that is both timely and confidential.
• Develop a well-trained, knowledgeable, courteous and professional staff.
• Develop courteous, efficient skills in various modes in telephone and electronic communications including email, blogs and wikis, etc.

Project Summary
To support the Library’s goal of providing better Customer Service to our patrons. This project team is responsible for the following:
• Create a timeline of the Customer Service sub-committee meetings and activities. Meeting results will be reported to the SDC by Project Leaders.
• Develop and conduct survey(s) to identify customer service training needs.
• Develop a budget proposal which includes: trainer costs, materials, photocopies, refreshments, etc. to SDC, target date still undecided.
• Selecting a training method.
• Organizing the training session details: time place, participant registration and scheduling.
• Creating communications to encourage staff to want to learn about Customer Service.
• Create a survey for participants for feedback on their training experience.
• Develop or identify a resource for new staff or as a refresher for existing staff.
• If other customer service training needs are indentified work with appropriate stakeholders.

Project Champion/owner
The Customer Service Project Team will report directly to the Staff Development Committee.

Project Leader/coordinator
Jared Ingersoll and Daisy Whitten will serve as project leaders.

Documentation and Reporting
The project leaders will report on participation and attendance, quality of discussion, key points learned, and proposed future topics to the Staff Development Committee on a basis to be determined by the team. Facilitators or vendors of the customer service sessions will capture feedback from sessions and report them to the Project Team Leaders.

Other Staff Members Involved/Required
Melinda Brown (Central Library)
Mary Colosia Conn (Law Library)
Laura Matthews (Technical Services)
Carlin Sappenfield (Science Library)
Brent Tenpenny (Management Library)

Related Project(s) and Stakeholders
The team should coordinate their efforts by working directly with other groups who support the initiative. Ultimately this project will benefit all library staff.

Budget
A budget proposal will be prepared by the team and submitted to the SDC in a timely manner.

Timeline
This team will begin to act in early October, with initial training beginning Spring/Summer 2009.

Assessment
The desired outcome is to create an environment that addresses how to provide customer service excellence, by balancing staff resources to meet the public needs, embracing change, and working to enhance effectiveness.