LIBRARY SYSTEM ROLLS OUT FIVE-STAR CUSTOMER SERVICE INITIATIVE
(MIAMI, April 15, 2008) – The Library System’s new vision statement: “The library will be the compelling community destination by providing a five-star customer experience,” propels customer service to the very heart of what Miami-Dade Public Libraries are all about. It begins with a pledge from staff to patrons, assuring them that when visiting our branches, they will receive an exceptional library experience. Five Stars mean five areas that tie into service, collection and facilities: Attitude, Resources, Expertise, Empowerment and Environment. An integral part of the campaign will be the solicitation of patron input through a survey to better understand what areas of library service need improvement.
One of the biggest changes patrons will immediately notice is that branch staff has moved out from behind their desks and are roving the entrance ways to greet patrons more proactively. This approach will help patrons feel more at home, in a comfortable and welcoming environment. Additionally, staff is currently working with patrons to assist them in learning the new self-checkout machines which enable them to checkout their selected materials in a faster and more convenient way. Bookmarks, fliers and posters have been created and are prominently displayed at all branches. In March, an advertising campaign began appearing in newspapers featuring photos of staff that have made the Five-Star commitment to our patrons.
Victoria Galan, Public Affairs Officer
305.375.5180; galanv@mdpls.org
Vinora Hamilton, Public Information Officer
305.375.3327; hamiltonv@mdpls.org
