LRC Customer Service Principles
 

The purpose of the TSTC Library is to provide the library and Learning resources needed to support the college’s technical and academic educational mission, to supplement classroom instruction, and to meet the broad reading and informational needs of a multi-cultural student body. The library must provide students with opportunities to learn how to access up-to-date information in a variety of formats consistent with our technical orientation so they can succeed in their programs of study and continue with lifelong learning. The necessary resources to fulfill research goals and to continue professional growth must be available to the faculty and staff.

Customer Service Principles

1.       To support the information needs of its customers, the Library acquires and deploys information resources.

2.       The department will respond expeditiously to customer needs, preferences, and priorities.

3.       Provide assistance and promote the efficient use of Library resources and information.

4.       Customer feedback and professional standards will be the basis for useful performance evaluations.

5.       The Department will provide value and technical excellence by maintaining a highly skilled and trained staff.

6.       Continuous improvement of resources and service is the basis of the Department’s quality plan.

Customer Service Goals, Objectives, and Standards

1.       Support and promote efficient and effective use and management of information resources at TSTC Harlingen.

2.       Be accountable and responsive to our customers.

3.       Communicate effectively by providing a Web site that has:

a.       Library On-line Catalog

b.       Applied Science & Technology Index (technical magazine indexes)  

c.       Ebsconet Databases (magazine indexes)

d.       Galenet (Literary resources) 

e.       Infotrac (Newspaper & Allied Health)

f.         Research Guides for Technical Programs

g.       Research Guides for Academic Courses

h.       Resources for Faculty & Staff Research

i.         Library Events & Info

j.         Search Engines

k.       Subject Guides to Internet Sites

l.         Participating TexShare Libraries

Process for Receiving Information and Filing Complaints

The Learning Resources Center will respond promptly to all complaints within one business day. Suggestions or complaints may be received in person, by telephone, by e-mail, or in writing to the TSTC Harlingen customer Relation Representative. All suggestions or complaints will be acknowledged and reviewed. Resolution will be completed within one week.

Customer Relations Representative

Jackie Gilles
Executive Assistant to the President
1902 North Loop 499
Harlingen, TX 78550
(956) 364-4023
Fax (956) 364-5100
jackie.gilles@harlingen.tstc.edu