COLUMBUS—At Columbus Metropolitan Library (CML), customers visit all 23 locations to find, explore, discover, solve and do. CML staff members are available, engaged and responsive. They listen and help. CML puts the customer first.
CML staff strives to deliver exceptional service each day, to each and every customer. To be successful, staff must understand – at a very deep level – the multitude of challenges customers face. They must remember that they use the library in ways that are as individual as they are.
As part of staff training, CML has created a high-impact video called Customer First to help staff understand this customer experience philosophy and connect their work to the challenges that individual customers face each and every day. View the short video by clicking here.
Columbus Metropolitan Library has served the people of Franklin County, Ohio since 1873. With its Main Library and 22 branches, CML is well known for signature services and programs like Homework Help, Reading Buddies, Summer Reading Club and Ready for Kindergarten. The library’s Strategic Plan supports the vision of “a thriving community where wisdom prevails,” which positions CML to respond to areas of urgent need: kids unprepared for kindergarten, third grade reading proficiency, high school graduation, college readiness and employment resources.
CML was named a 2011 National Medal Winner by the Institute for Museum and Library Services for work in community service, the highest honor for libraries and museums. Columbus Metropolitan Library has been rated a 5-Star Library by Library Journal for seven of the eight years the magazine has published its industry ratings.