Excellent Customer Service, One Relationship At A Time

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Excellent Customer Service, One Relationship At A Time - Presentation Transcript

  1. Excellent Customer Service, One Relationship At A Time Ann Miller Fall 2008
  2. Before we begin
    • Time
    • Breaks
    • Handouts
    • Have fun
  3. Agenda
    • Introductions
    • Exceeding customer expectations
    • Communication basics
    • Assuming best intentions
    • Using a professional image to command respect
  4. Introductions
    • Get a partner
    • Name
    • Title
    • An accomplishment that makes that person proud
  5. Values IDEAL Customer Service
    • I Integrity
    • D Dignity
    • E Excellence
    • A Accountability
    • L Leadership
  6. Solano County Library Customer Service
    • Exceeds customer expectations
    • Anticipates needs and wants
    • Welcomes interactions
    • Acts as an ambassador
  7. Communication Processes
  8. Listening: The Key
    • 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
  9. Nonverbal Communication
    • Body language
    • Facial expressions
    • Postures
    • Voice 
    • Clothing
    • Touch
    • Un conscious behavior
  10. Communicating with New Americans
    • Respect cultural differences
    • Don’t ignore – at least smile
    • Children as translators
    • Library may be new experience
  11. Answering the Phone
    • BREATHE then greet caller
    • Department
    • Name
    • Offer your help
  12. 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
  13. Professional Image = Respect
  14. Exercise Who said what?
  15. One skill you learned today
    • They may forget what you said, but they will never forget how you made them feel.
    • -Carl Buechner
  16. 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/
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