Recently the faculty and staff at the Bell Library have embarked upon a service excellence initiative. We hear about service excellence more and more often lately – we’ve even mentioned it a few times in our blog. What does “service excellence” mean? Perhaps more importantly, what will it mean for you?
A simple Google search will give us some starting points…service excellence is an organization’s ability to meet and manage customer expectations. Lots of words are repeated in the results: satisfaction, expectations, transparency, respect, experience, and customer service. For us, we wanted something specific, something we could all agree on – here’s what we came up with:
At the Mary and Jeff Bell Library we are proud to offer a welcoming, inclusive environment that provides an exceptional learning experience and facilitates research excellence. We take personal responsibility in providing professional service that is convenient, efficient, and tailored to meet your needs.
We feel pretty good about this and are excited to see where it will take us. As an example, one way we are trying to improve service excellence is by adding “Talk to Us” boxes around the library, offering you an opportunity to tell us what you think. We also have a Suggestion Box on our homepage. We really want to know how we can help – beyond helping you track down that peer-reviewed source! In addition, an invitation will come out soon for students interested in serving on a library advisory group to help us take this idea to the next level.
We feel pretty strongly that we can do a lot to improve our services, spaces within the building, and resources from behind the scenes. To that effect, we’re having conversations about communication, initiative, responsibility, collaboration, and flexibility to get us thinking about how we do things and how we can do things better!
If you have some ideas, talk to us and we’ll see what we can do.
