Saying What We Will Do, and Doing What We Say: Implementing a Customer Service Plan

Abstract

<p>The corporate literature on customer service has much to offer academic libraries. A customer service plan can improve customer relations, improve internal operations, and empower the front line staff to meet customer needs. This article explores the practical aspects of the development of a service pledge at the Wright State University Libraries.</p><p>This is a pre-print version of an article accepted for publication in the Journal of Academic Librarianship, Volume 22, Issue 3, May 1996. The definitive publisher-authenticated version is available through the Journal of Academic Librarianship.</p>