Excellent Customer Service, One Relationship At A Time Ann Miller Fall 2008

Before we begin Time Breaks Handouts Have fun

Time

Breaks

Handouts

Have fun

Agenda Introductions Exceeding customer expectations Communication basics Assuming best intentions Using a professional image to command respect

Introductions

Exceeding customer expectations

Communication basics

Assuming best intentions

Using a professional image to command respect

Introductions Get a partner Name Title An accomplishment that makes that person proud

Get a partner

Name

Title

An accomplishment that makes that person proud

Values IDEAL Customer Service I Integrity D Dignity E Excellence A Accountability L Leadership

I Integrity

D Dignity

E Excellence

A Accountability

L Leadership

Solano County Library Customer Service Exceeds customer expectations Anticipates needs and wants Welcomes interactions Acts as an ambassador

Exceeds customer expectations

Anticipates needs and wants

Welcomes interactions

Acts as an ambassador

Communication Processes

Listening: The Key Stop talking Avoid distractions Concentrate on what the other person is saying Look for the “real meaning” Provide feedback to sender

Stop talking

Avoid distractions

Concentrate on what the other person is saying

Look for the “real meaning”

Provide feedback to sender

Time Money Reputation Relationships Motivators

Time

Money

Reputation

Relationships

Nonverbal Communication Body language Facial expressions Postures Voice Clothing Touch Un conscious behavior

Body language

Facial expressions

Postures

Voice

Clothing

Touch

Un conscious behavior

Communicating with New Americans Respect cultural differences Don’t ignore – at least smile Children as translators Library may be new experience

Respect cultural differences

Don’t ignore – at least smile

Children as translators

Library may be new experience

Answering the Phone BREATHE then greet caller Department Name Offer your help

BREATHE then greet caller

Department

Name

Offer your help

Meetings Agendas – chair responsible for sending a week before meeting Minutes – distributed to ALL staff via intranet You are responsible for reading minutes of meetings Action items “ Stand-ins” Buddy system for latecomers “ All Staff” meetings are strongly encouraged

Agendas – chair responsible for sending a week before meeting

Minutes – distributed to ALL staff via intranet

You are responsible for reading minutes of meetings

Action items

“ Stand-ins”

Buddy system for latecomers

“ All Staff” meetings are strongly encouraged

Professional Image = Respect

Exercise Who said what?

One skill you learned today

They may forget what you said, but they will never forget how you made them feel. -Carl Buechner

They may forget what you said, but they will never forget how you made them feel.

-Carl Buechner

Photo Credits Mosic: http://www.flickr.com/photos/hurleygurley/37047949/ Spiral: http://www.flickr.com/photos/heypaul/107326157/ Bookshelf: http://www.flickr.com/photos/striatic/729822/ Parking meter: http://www.flickr.com/photos/nahh/2239581489/ Cow on horizon: http://www.flickr.com/photos/pbo31/244473500/ Girl on beach: http://www.flickr.com/photos/mikebaird/2678307443/ Elephants talk: http://www.flickr.com/photos/ginable/325235488/ Anna listens: http://www.flickr.com/photos/49784886@N00/372374016/ Coin stack: http://www.flickr.com/photos/luismimunoznajar/2092407573/ Power Ranger kid: http://www.flickr.com/photos/philscoville/2369151720/ Watermelon smile: http://www.flickr.com/photos/wtlphotos/938615249/ Breathe: http://www.flickr.com/photos/shawnzlea/866110617 Leaf falling: http://www.flickr.com/photos/jessekruger/2945113808/ Square dance: http://www.flickr.com/photos/trialsanderrors/2765519432/ Dog smile: http://www.flickr.com/photos/sookie/167461515/ Lego: http://www.flickr.com/photos/wwworks/2473052504/ Hand holding: http://www.flickr.com/photos/pleeker/205337310/

Mosic: http://www.flickr.com/photos/hurleygurley/37047949/

Spiral: http://www.flickr.com/photos/heypaul/107326157/

Bookshelf: http://www.flickr.com/photos/striatic/729822/

Parking meter: http://www.flickr.com/photos/nahh/2239581489/

Cow on horizon: http://www.flickr.com/photos/pbo31/244473500/

Girl on beach: http://www.flickr.com/photos/mikebaird/2678307443/

Elephants talk: http://www.flickr.com/photos/ginable/325235488/

Anna listens: http://www.flickr.com/photos/49784886@N00/372374016/

Coin stack: http://www.flickr.com/photos/luismimunoznajar/2092407573/

Power Ranger kid: http://www.flickr.com/photos/philscoville/2369151720/

Watermelon smile: http://www.flickr.com/photos/wtlphotos/938615249/

Breathe: http://www.flickr.com/photos/shawnzlea/866110617

Leaf falling: http://www.flickr.com/photos/jessekruger/2945113808/

Square dance: http://www.flickr.com/photos/trialsanderrors/2765519432/

Dog smile: http://www.flickr.com/photos/sookie/167461515/

Lego: http://www.flickr.com/photos/wwworks/2473052504/

Hand holding: http://www.flickr.com/photos/pleeker/205337310/