IsoDynamic was selected by the Maryland Library Partnership to develop Excellent Customer Service, an interactive online course designed to improve customer service for Librarians. Studies show that librarians can give the correct answer to patron questions if they themselves ask the right questions of the patron.
The course features numerous practice opportunities for librarians to drill deeper and discover exactly what a patron is asking before directing them to the appropriate resource. Scenarios feature random questions from patrons, and a culminating exercise tests a librarians ability to handle multiple questions (and interruptions) from a queue of patrons.
Excellent Customer Service was delivered on the Moodle platform, and is in continuous use for training librarians in the State of Maryland.