Date: January 5, 2010

To: RCPL Board of Trustees

From: G. Chapman, Director

Re: Customer Relations workgroup

The Strategic Plan workgroup for Customer Relations is in the process of outlining training for enhanced customer service. Areas identified for training, in priority order, include:

1. Active listening

2. Approachability

3. Consistency

4. Shared ownership

5. Anticipating needs

6. Resources training

The majority of training needs were identified as internal training; the workgroup team members are outlining and defining timeframes for that internal training.

Some training areas such as cross-cultural awareness and non-verbal communication are being reviewed with consultant Patricia Ebner. Pat will work with the Librarian Is in a “train the trainer” capacity; she will provide information and training to the Librarian Is, who will in turn provide that training to the staff as part of the ongoing training calendar.

In addition, the components of the customer service training will be added as an orientation piece for all new employees.

EQUAL OPPORTUNITY EMPLOYER