27th April 2018: Show & Tell: All about the Customer – Initiatives with Impact

Show & Tell: All about the Customer – Initiatives with Impact

“Well done is better than well said.” Benjamin Franklin

Course Description

CONUL Training & Development Group/CONUL Customer Services Group Training Day

Course Code:  CONUL T&D 2018:03

Date:    Friday, 27th April 2018

Description: Exceptional customer service underpins the service goals for all library staff.  This one-day event will showcase best practice and innovation in customer services within academic and research libraries in Ireland.  Presentations on the day aim to address key areas of interest for customer service staff exploring:

  • Welcoming and orienting different user groups
  • Providing excellent customer service onsite and online
  • Ensuring library spaces and the services in them align to user need
  • Soliciting and evaluating feedback and using feedback to inform service enhancements and developments
  • Frameworks to help evaluate the quality of customer services

Course Objectives:  This one-day course will provide participants with an opportunity to discuss consider and reflect on:

  • Innovative ways colleagues in other academic and research libraries have introduced projects or initiatives that had an impact on the quality of customer services for users
  • Different ways customer service staff can start or support service improvements with impact that manifests at the frontline
  • Building their personal networks of colleagues across CONUL institutions with shared interests in customer services

Course Outline: Please see draft programme

Audience:  The course is directed at Library Assistants and Senior Library Assistants and any staff with a Customer Service remit.

Host Library:      Dublin City University

Course Location:        Cregan Library, Dublin City University, Drumcondra, Dublin 9

Cost:     €70