UIC is the Answer

    Kent Smallwood, Customer Service Account Manager   “How are we going to handle the extended hours in our main library?” “We just opened a new branch/location, where are we going to get all the staff hours we need to provide the best Customer Service possible?”  “Summer Programs are getting ready to start, how […]

E-media—Putting the “Super” in Superhighway!

Josh Neisler,  Director of Library Services, UIC   The librarian cradles the phone receiver between her shoulder and ear and peers at her computer screen. She clicks feverishly through pages of FAQ’s, trying to figure out why the patron on the other end of the phone can’t get an e-book onto his tablet. The call […]

Customer Service Leadership: Talk it—Then Walk it

    Nicole Atkins, President and CEO Customer Service Leadership: Talk it—Then Walk it We talk freely and frequently about developing customer service behavior in our employees; but effective customer service leadership skills are an often overlooked component in establishing and nurturing a true culture of service. Leading, supervising and mentoring front-line staff is key […]