Goal 1:

The library is a customer-centered and welcoming place for the entire Durham community.

1.2:  By 6/30/10, 95% of library customers will report that staff and volunteers are knowledgeable, friendly, accssible, and attentive to their needs.

What are some strategies we have for this?

A. Study best practice models in hospitality and retail industries.

B. Train staff in customer service/cultural/language competencies/technology (i.e. ‘23 Things’). See Goal 3.4

C.   Review policies and practices for hiring staff and for screening and selecting volunteers.

D.  Adapt best practices in the areas of centralized collection development, efficient program development, roving reference, and self-service as ways to make more staff time available for direct public service.

E.  Plan and implement proactive customer service, including roving reference, greeters at door; Cross-train staff as needed.

F.   Study benefits of cross scheduling (having staff member in one unit receive training and work a regular shift in another unit).

What are we working on?

B. In February 2008, 123 members of Durham County Library staff (82%) successfully completed CLASS training for Exceptional Customer Service

D. The library is moving toward centralized collection development.  For more information, see http://dclstrategicplan.pbwiki.com/Goal+6,+Objective+1

F. East Regional staff have put together a cross scheduling plan which begins Feb. 26. 

What has been working great for us?

C.L.A.S.S. (Customers Leaving Appreciative, Satistfied and Sold) is a library-specific training that has challenged Durham Country Library staff to raise customer service standard to a higher level, supporting of the August 2007 initiative for a customer-centered library. CLASS training will be required of all staff and will be made available to volunteers and contractors as well.

Questions? Please contact one of the Goal 1 Champions: Lynne Barnette, Mark Donnelly, and Sumayyah Muhammad.