[Customer service plan]

8 Pages·1999·0.29 MB·English

by  San Francisco Public Library

3 1223 06808 5746
SAN FRANCISCO PUBLIC LIBRARY
CUSTOMER SERVICE PLAN
1999
REF
027 .4794
Sa52c
San FranciscoPublicLibrary
Government Information Center
San Francisco Public Library
100 Larkin Street, 5th Floor
San Francisco, CA 94102
REFERENCE BOOK
Not to be taken from the Library
ACCESS, DISCOVER, EMPOWER
May 28, 1999
Gloria L. Young DOCUMENTS DEPT.
Clerk ofthe Board
Board ofSupervisors, City Hall SEP - 7 2001
Dr. Carlton B. Goodlett Place
1
Room 244 SAN FRANCISCO
San Francisco, CA 94102-4689 PUBLIC LIBRARY
Dear Ms. Young,
In response to your letter ofMay 18, 1999, 1 am providing you with thecustomer service plan for
We
the San Francisco Public Library. will be happy to provide a plan for future years that will
adhere to the format and content requirements that are currently being developed by the Board of
Supervisors.
The San Francisco Public Library is dedicated to effective customer service in dealing with all our
We We
users. are developing a strategic plan for the Library for the next three years. are
articulating Library values for this plan; and a key value that will be included is dedicated to
customer service in all that we do. We are working with a planning group that includes library
customers so that we can be assured that the Library's goals are based on the public's goals for
the City
Customer service has both external and internal implications. Ofcourse, the Library deals with
thousands ofusers on a daily basis. Staffare encouraged to meet the customers' needs as
effectively and conveniently as possible. Also, all the Library's internal support departments are
aware that they have their own customers, even though they are not members ofthe public.
These departments are committed to serving their internal customers as courteously and
effectively as possible.
Current Customer Service Initiatives
• Telephone information service (TEP) that allows customers to call the library
for information and other services, thereby decreasing need for visits to physical
locations
• Self-check-out service at the Chinatown branch
• "View Your Own Record" which allows customers to check their own library
card record and renew materials on-line, by telephone and over the Internet
Civic Centkr
San Francisco, California
Digitized by the Internet Archive
2014
in
https://archive.org/details/customerservicep1999sanf
• "Courtesy Check-out" - check out ofmaterials without library card when required
proofof identification can be provided
• Access to library catalog and databases for remote users
• Customer service training for all levels ofpublic service staff(see attached
program documents)
Planned Customer Service Initiatives
.
• Selfcheck-out service at Main Library and Mission Branch- Planned forJuly 1st
• Return ofaudio-visual materials (videos, CD's, books ontape) to any library
branch (currently returned to owning branch only) - Planned for July 1st
• October 1999 change management training for all library staffto provide the basis
for a customer service orientation in all staffduties
• On-line reserves ofmaterials placed by customers from theirhome computers
or computers in the Library
• Creation ofLibrary task force to review all policies and procedures from a
customer service orientation
We will provide you with a copy ofthe Library's Strategic Plan which is scheduled to be
completed this fall. Please feel free to contact me at 557-4232 ifyou need any further information.
Sincerely,
Susan Hildreth
Deputy City Librarian