This SPEC Kit and Flyer focus on the extent to which Association of Research Libraries (ARL) libraries engage in formal or organized customer service programs. Seventy-five out of the 121 member libraries responded to the customer service program survey (61%). The SPEC Flyer discusses results in terms of customer service program characteristics, training, data-gathering, and benefits. In addition to representative documents, the SPEC Kit contains a list of responding institutions, the survey questionnaire, and selected readings. (AEF)