As part of a staff-development initiative the Library staff decided to develop a customer services commitment.Jo Heslop from Impact Training facilitated a one-day workshop in January 1998, which all Library staff attended.Using a customer services document developed by a United States tertiary library, Manawatu Polytechnic Library staff (as we were then) wrote a customer services standards document, along with a service pledge. This commitment to customer service remains as our chief focus and is the foundation on which our work is based.
Brooker, J. Why good service isn't good enough : UCOL Library's pledge to provide excellence in customer service. Paper presented at Oceans of Opportunities: Library and Information Association of New Zealand Aotearoa 2003 Conference, 7 – 10 October 2003 Napier, New Zealand.