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No More "Magic Aprons": Longitudinal Assessment and Continuous Improvement of Customer Service at the University of North Dakota Libraries
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Clark, Karlene T.; Walker, Stephanie R. – Journal of Access Services, 2017
The University of North Dakota (UND) Libraries have developed a multi-award winning Customer Service Program (CSP) involving longitudinal assessment and continuous improvement. The CSP consists of iterative training modules; constant reinforcement of Customer Service Principles with multiple communication strategies and tools, and incentives that…
Descriptors: Academic Libraries, Library Services, Program Development, Program Implementation