Service, Smiles and Support
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Service, Smiles and Support

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Customer Service presentation given by Sarah Sogigian and Deb Hoadley, MA Library System Advisors.

Customer Service presentation given by Sarah Sogigian and Deb Hoadley, MA Library System Advisors.

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Service, Smiles and Support Presentation Transcript

  • 1. Service, Smiles, and Support How the Experience You Provide Creates Support For the Future Presented by Sarah Sogigian AndDeborah Hoadley MLS Advisors
  • 2. Why Customer Experience? (Objectives for Today)  Who are my stakeholders? (1 min exercise)  What’s so important about great service?  Does the quality of service we provide matter, or should we focus on the answer?  Should the service we provide our students vs. faculty be the same, or is one group more important than the other?S. Sogigian & D. Hoadley, MA Library System 9/13/2012
  • 3. The Customer is ALWAYS Right  Are they?  Are there consequences? Will the library close or cut hours, lose funding, or lose staff if the customer doesn’t come back?  What may have been lost or missed because the service was “just good enough”?  Who is doing the serving? Do you have the right staff mix?S. Sogigian & D. Hoadley, MA Library System 9/13/2012
  • 4. S. Sogigian & D. Hoadley, MA Library System 9/13/2012
  • 5. Pros and Cons  What are the pros to offering great service?  What are the cons? (come on, be honest!)S. Sogigian & D. Hoadley, MA Library System 9/13/2012
  • 6. Shifting Focus from Services Provided to Experience Given  Remember  Who are you serving (stakeholders)?  What product(s) are you “selling”?  How do you want them to experience this?  When they are not at the library, how do you want them to feel about the library?S. Sogigian & D. Hoadley, MA Library System 9/13/2012
  • 7. Services Model (adapted from the Darien Library: Extreme Customer Service) “Service is: A flawless product delivered exactly as a member wants in an environment that is caring.” Joseph A. Michelli The Customer Service Matrix Standard Extended Innovative Individual Customer Service The Library as Service Provider Service to the Community/College Leadership in the Community/CollegeS. Sogigian & D. Hoadley, MA Library System 9/13/2012
  • 8. Service for all! Service from all!  Regardless of position, great service is and should be expected of everyone who works in the library.  There are no degreed vs. non degreed librarians. A person who works in a library is a librarian.  Patron demand forces us to re-examine how we treat each patron. Will they go somewhere else if they are unhappy with the service they receive? Would you?S. Sogigian & D. Hoadley, MA Library System 9/13/2012
  • 9. Group WorkS. Sogigian & D. Hoadley, MA Library System 9/13/2012
  • 10. Communications: Verbal & Non-Verbal Cues Verbal Cues:  How do you greet someone: In person? On the telephone? In an email? In Chat?  In-person conversations – do you get louder during a controversial/combative situation? Are you trying to control the conversation? Non-verbal Cues:  Do you cross your arms?  Good posture?  Head down (“Can’t you see I am busy?”)  Maintain personal space  Respect other’s personal spaceS. Sogigian & D. Hoadley, MA Library System 9/13/2012
  • 11. Making the most of your natural librarian look Appearance  Dressing professionally: The 4 C’s: Comfortable, Covered, Creative & Clean  Name tags just in case your “look” doesnt give it away.  What does your appearance say about you? Jargon  No need to show off, speak in layman’s terms.  Never assume, be ready to explain.S. Sogigian & D. Hoadley, MA Library System 9/13/2012
  • 12. Signage  New services!  Hours!  Door decorations! Do they work? Do people come to a library to read?S. Sogigian & D. Hoadley, MA Library System 9/13/2012
  • 13. Signage  No Food or Drink  Please enjoy your food and drink before joining us in the library  No Cell Phones  Please set your cell phones to  No excessive talking silent  No sleeping  Go on…you can talk here. No need to whisper  No loud music that we can hear out of your personal  Hey…is that the new Mumford headphones and Sons song?  Do you want a pillow and blanket for your nap? How about a story? One and DoneS. Sogigian & D. Hoadley, MA Library System 9/13/2012
  • 14. Dealing with Negotiations  Listen, Listen, Listen!  What is it they really want – have you heard this before?  How to get to “yes”.  You don’t have to give them an answer in 30 seconds – time is essential to a good interaction and finding the “perfect” resolution.  Don’t be afraid to ask.S. Sogigian & D. Hoadley, MA Library System 9/13/2012
  • 15. Hey baby, is that a RFID reader in your pocket or are you just happy to see me?  When a customer gets offensive, you have the right to stand up for yourself.  NEVER confuse customer service with inappropriate behavior.  Maintain a good relationship with security.  Don’t place yourself in a situation that could become potentially dangerous or creepy.  Be aware!  Do you have policies and procedures?S. Sogigian & D. Hoadley, MA Library System 9/13/2012
  • 16. Maintaining your excellent skills  Acknowledge your staff’s great attitudes at staff meetings.  Highlight difficult situations and work together to find solutions.  Don’t forget your user! Be ready to change your layout, services, the location of the stapler, all to make your library the most inviting space on campus!  You succeed because of what your patrons are doing, NOT because of what you do.  Action Steps: What’s next?S. Sogigian & D. Hoadley, MA Library System 9/13/2012
  • 17. Reality: Landscape of Libraries are ever-changing How will you respond?S. Sogigian & D. Hoadley, MA Library System 9/13/2012
  • 18. Where do I find the resources for this presentation? MLS Guide How do we get in touch with you? Sarah Sogigian Deb HoadleyS. Sogigian & D. Hoadley, MA Library System 9/13/2012