Promoting Quality Library Experiences Through Customer Care

About the Program

Category: Libraries (Best in Category)

Year: 2022

Customercare@mdpls.org is Miami Dade Public Library System’s (MDPLS) central customer support medium. Established in 2018, Customer Care provides online and telephone support to customers in high volume areas such as account access, online services, reference, and general information. In addition to answering questions, Customer Care staff educate, promote, troubleshoot, and analyze issues pertaining to the library’s numerous services and initiatives. Since its inception, Customer Care has responded to approximately 13,700 emails. The expanded support Customer Care provides for MDPLS’ switchboard, reference departments, and web-based services facilitates easy access, improved communication, and increased support for both our external and internal customers. Since its launch, it has become the face of MDPLS’ public response, supporting consistent messaging and values. With a focus on customer experience, Customer Care provides an access-oriented approach to policy implementation, connecting users to services and facilitating direct communication between patrons and upper and mid management staff. In the beginning stages of the pandemic, Customer Care played a leading role in continuity of operations, being the first library department to transition to a remote work force and tasked with supporting MDPLS’ enhanced online library, digital products, and virtual programs.