The Customer Service Matrix Standard (Good) Extended Innovative (Extreme) Accompany patrons to the stacks Any staff member can override Waive fines instead of just pointing any Library rule at any time Extend due dates Call libraries to reserve items Always take a patron’s word for Online reserves, renewals and Individual Customer Service for customers an action payments Look up a book for a patron No limit on queries to reference staff 24/7 Book return Day of grace on due dates Reference by appointment Remote access to data base resources Order any book a patron requests Provide resources to book groups Copiers on the system Accept online reserves for on Get just-returned items as patron The Library as Service Provider Voicemail renewals when closed shelf items waits Anticipate the community’s needs Circulate laptops Homework assignment forms for Take food donations for fines, and Widespread children’s programs use by teachers provide to local food bank adopted by schools School reading lists posted on Develop website-based children’s Host for local Genealogical Society web site for online review and book review and commenting Service to the Community collection and databases reservation software for use by elementary Dial-a-book with same day service schools for summer reading to local nursing homes & medical tracking complexes Host weekly early morning networking Provide technical support to Stay open until 11 pm for three and job search group with all library community groups, and host the nights when half of the Town’s employee time volunteered. web sites of partner organizations residents were without lights or Leadership in the Community power Matrix format and examples courtesy of Darien Library
The Customer Service Matrix Standard (Good) Extended Innovative (Extreme) Individual Customer Service Waive fines Extend due dates Online reserves, renewals and payments Look up a book for a patron No limit on queries to reference staff Accompany patrons to the stacks instead of just pointing Call libraries to reserve items for customers Any staff member can override any Library rule at any time Always take a patron’s word for an action The Library as Service Provider 24/7 Book return Remote access to data base resources Copiers on the system Voicemail renewals when closed Day of grace on due dates Order any book a patron requests Accept online reserves for on shelf items Reference by appointment Provide resources to book groups Get just-returned items as patron waits Anticipate the community’s needs Circulate laptops Service to the Community Widespread children’s programs adopted by schools Host for local Genealogical Society collection and databases Homework assignment forms for use by teachers School reading lists posted on web site for online review and reservation Dial-a-book with same day service to local nursing homes & medical complexes Take food donations for fines, and provide to local food bank Develop website-based children’s book review and commenting software for use by elementary schools for summer reading tracking Leadership in the Community Host weekly early morning networking and job search group with all library employee time volunteered. Provide technical support to community groups, and host the web sites of partner organizations Stay open until 11 pm for three nights when half of the Town’s residents were without lights or power Matrix format and examples courtesy of Darien Library
The-Customer-Service-Matrix.docx