Are we caring for the people who care for customers?
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The document discusses the results of a staff survey conducted at Aston University Library. The survey found that 100% of staff understand how their role fits into the library and that customer service is part of their role. It also found that staff would welcome more training, especially on an annual or termly basis, to help them feel more prepared when dealing with customers or new technologies. The library already provides some training opportunities but plans to improve branding of training, encourage peer-led training, and better follow up to ensure skills are being applied. The main challenges are avoiding boring training sessions, reaching all staff, tracking participation, and promoting a learning culture.
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Are we caring for the people who care for customers?
- 1. Awarded to Aston University Library Are we caring for the people who care for the customers? Angela Brady
- 2. “ Anyone could do my job ” (Public Services Assistant, Aston University Library) Comment from staff
- 3. Staff Survey ► Do you understand how your role fits into the Library? ► 100% Yes ► Is customer service part of your role? ► 100% Yes ► Have you received relevant training within the past year? ► 100% Yes
- 4. Staff survey • What circumstances make you feel the need for additional training? • Technology • Being new to the role • Colleagues not having time to help out • ….Nobody mentioned customers
- 5. Staff survey • How often would you welcome training? • Whole or half day training would be welcome annually or termly • Short (1 hr) training would be welcome monthly or termly • Would you be willing to help train colleagues? • 61% of respondents said “Yes”
- 6. Already in place ► Regular team meetings ► Staff training hour ► Debriefing procedure following a difficult transaction
- 7. Future Plans ► Branding training – sometimes people do not know they have been “trained” ► Encouraging feedback from sessions like “All the same but different”, where teams decide whether to take forward actions ► Having “bite sized” training ► Encouraging colleagues to train each other ► Following up after training sessions to check what people are using
- 8. Challenges ► Meeting the need without boring people ► Reaching people who are unable to attend ► Record keeping so we can follow up people who do not attend ► Enabling time for teams to reflect ► Promoting a culture where mistakes and mishaps are learning opportunities