Douglas F. Hasty > Technical Services Quarterly > 18, no. 2 (2001)': 31-40.
The successful delivery of customer service skills in the library is an important component of public relations. Within academic libraries, there is a group of employees who are willing and able to provide excellent service skills. The library student assistant has been relied upon to staff service desks and areas where direct, repeated daily contact with patrons is part of his or her job. However, these part-time, temporary employees are seldom given formal training and recognition to ensure that the library's service philosophies receive full compliance. The development of a customer service training initiative and an employee recognition program for the library student assistant would be an advantageous staff development concept.
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