Service News
This fall YBP will follow the lead of the many libraries that have reorganized to take advantage of team-based organization. In the weeks ahead, we will strengthen what has always been strongest at YBP, customer service, by creating a series of geographically-based Customer Service Teams. Each team will have several Bibliographers and Customer Service Assistants whose work will be directed by an experienced Team Leader.
At the same time we are merging our Firm Order and Approval Customer Service into a single unit. The primary customer service contact for all YBP libraries will be their Bibliographer-liaison. For nearly 20 years, this program has been an extremely effective way for YBP and libraries to accomplish our respective goals as we work together day-in-and-day-out. As always, it will be the Bibliographer-liaison's job to fully understand their customers' needs, and how YBP can help to meet them.
Now, however, the entire team, not just a single person, will be responsible for the satisfaction of every library within a geographical area. This system has worked very well in our Firm Order customer service for years. Through a system of formal backup, and through deep cross-training, we will make sure that Bibliographer-liaisons have all the support they need to perform what has become highly complex work.
Bibliographer-liaisons and their team members will make certain that YBP responds promptly and accurately, whether a library's question is complex or straightforward. Even when a library's Bibliographer-liaison is on vacation, is absent for a day, or joins another YBP department, our new system of Customer Service Teams will always provide library staff with a backup contact person they know, and who knows them.
For some libraries our reorganization will mean a change in their present customer service contact. Within the next few weeks, we will introduce libraries affected to their new Bibliographer-liaison and to the other team members. As we renew our tradition, in this fourth decade of our history, please call us if you have any questions about YBP customer service, or about any other part of our company.
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