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Service Excellence in Your Library
An Infopeople Online Learning Course
Instructor: Kate Laughlin
All library staff from top to bottom, internal and external, are in a service position. So, what is it that can set an organization's level of service apart from others? How can we propel the good service we already provide in our libraries into excellent service?
This four-week online course delves into what it takes to transform a library’s culture to one of “service excellence.” We will explore the source for our own and others’ attitudes and motivation for service, identify key elements that create the customer experience, and articulate the importance of that experience. Participants will learn specific behaviors and techniques that communicate excellence, how consistency contributes to excellence, and how our policies and procedures may be used for delivering excellence.
The course includes an opportunity to identify specific service obstacles within our own organizations and brainstorm ways to reduce or remove the obstacles. Learners will also identify service strengths in themselves and their co-workers as a technique for strengthening the entire team. This training is appropriate to anyone working in or with libraries, regardless of job position or library type.
Course Description: This online 4-week course consists of weekly units, which are best completed in order. There is a short prework assignment, and each week there are various assignments offered from which you may choose those that seem most relevant to you. We will make use of the discussion forum and there will be one live online meeting on Tuesday July 2 @noon Pacific time. An archived recording will be made available to those who can’t attend.
Course Outline: When you log in to the Infopeople online learning site, you will see weekly modules with these topics:
- Week 1: Attitudes, Motivation, and Service Excellence
- Explore the source for our own and others’ attitudes and motivation for service
- Identify the relationship between behavior and response as a tool for providing excellent service
- Define “service excellence” and its effects
- Week 2: The Customer Experience
- Understanding the “customer experience” and its importance
- Explore key elements that create the customer experience
- Identify behaviors and techniques that communicate those key elements
- Week 3: Consistency, Choices, and Consequences
- Examine importance of consistent service
- Policies and procedures as tools for delivering excellent service
- Strategic use of limit setting and consequences
- Week 4: Service Obstacles and Strengths
- Explore ways to reduce or remove obstacles for delivering excellent service
- Handling internal service issues among staff or coworkers
- Recognize and utilize service strengths of self and team members
Pre-course Assignment: Please fill out this self-assessment form before the start of the course https://forms.gle/29zX488HX6h9WFE76
These questions are for the purpose of reflecting on your own service attitudes and will be used as the basis for some of our first week's discussion. Answers will remain anonymous.
Time Required: To complete this course, you can expect to spend about 2 ½ hours per week, for a total of ten course hours. Each week's module contains readings and various options for assignments, discussions, or online meetings. You can choose the options most relevant to your work and interests. Although you can work on each module at your own pace, at any hour of the day or night, it is recommended that you complete each week's work within that week to stay in sync with other learners.
There will be one live online meeting in this course on Tuesday July 2 @noon Pacific Time. (The meeting will be archived but you are strongly encouraged to attend in real time to derive maximum benefit from interaction with the instructor.)
Who Should Take This Course: Library staff at all levels, volunteers, and others working in or with any kind of library.
Online Learning Details and System Requirements may be found at: infopeople.org/training/online_learning_details.
Learner Requirements: None.
After the official end date for the course, the instructor will be available for limited consultation and support for two more weeks, and the course material will stay up for an additional two weeks after that. These extra weeks give those who have fallen behind time to work independently to complete the course.