As it’s been about 6 weeks since we all reviewed the new
Customer Service Principles together at the Student Assistant Orientation, I
thought we should review how we are doing. Have you read through the principles
since that night? Can you name one or two of the areas that we felt we needed
to work on the most? We all need to take some time to review and reflect on our
progress!
From my perspective, I feel that we have made some progress.
In particular, I have seen some improvement in one of our areas of concern:
Know your limits. Know
when to turn a question over to someone else, and do so as quickly and
efficiently as possible.
We still have room for improvement on this principle, but I
have seen significant efforts on the part of some to minimize the time it takes
us to get patrons to their goal. Good job!
Where are our weakest points? I do not feel that our weak
point is any one principle in particular. I think we are making fair progress
on most. Instead, I feel that our biggest challenge is one that impacts all of
our principles: visiting amongst ourselves, especially at the ISD. This is a
concern for all levels of staff. We like each other, we enjoy working together,
and we like to keep up with what’s happening! That’s great, but we need to find
a way to make these discussions brief,
and to more effectively resist holding them at the ISD. As we wind down toward
the end of a very busy term, let’s all make a concerted effort to make the ISD
a place where we can “be here” for our
patrons.
