Complete the following trainings on DEI:
The Northeastern University Library actively pursues a society free of racism and universally committed to diversity, equity, and inclusion.
Vocal support for social justice is essential but not enough. Commitment to these central values must come in the form of consistent, concrete actions in our daily work as individuals and through large-scale initiatives across the organization in order to improve our library and the communities it serves, within and beyond the university.
The value of diversity and inclusion is very much about experience — experiencing people, cultures, perspectives, and viewpoints different from what we know. It’s about the way in which we engage with the world, the opportunity to learn from new perspectives, a core value for the University, an essential element of contemporary life, an expression of cultural pride, and a reflection of our campus, community, and global partners.
As of Fall 2021
Inclusive customer service is a concept that asks organizations to put people first and provide flexible service options that offer unique solutions to individuals while incorporating customer feedback into the process to improve the quality of service provided.
Core Principles of Inclusive Customer Service
1. Independence: Freedom from the control or influence of others, freedom to make one‟s own choices, freedom to do things in one‟s own way.
2. Dignity: All customers are valued and deserving of effective and full service. People facing barriers are not treated as an afterthought or forced to accept lesser service, quality or convenience.
3. Integration: All customers fully benefit from the same services, in the same place and in the same or similar ways. Integration means that policies, practices and procedures are designed to be accessible to everyone including people with disabilities.
4. Equal opportunity: Having the same chances, options, benefits and results as others.
What can inclusive customer service look like in our jobs?
Use Inclusive Prompts
An element of inclusive customer service is using inclusive language when talking to patrons. Utilize gender-inclusive pronouns and terms to address patrons cultivates a safe environment.