The Customer-Centric Library

by mlx on Oct 07, 2010

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Being “Customer-Centric” is an organization that is operated from its customers' point of view....

Being “Customer-Centric” is an organization that is operated from its customers' point of view.

That view is merely a perception on the customer’s part. We can alter that perception at any time….

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The Customer-Centric Library — Presentation Transcript

For employees of the Florence - Lauderdale Public Library October 8, 2010 Presented by Marianne Lenox, Staff & Volunteer Coordinator Huntsville – Madison County Public Library The Customer-Centric Library

P oint O f V iew

“ Perception is the better part of reality .” Napoleon Bonaparte

"Customer service is largely a matter of perception and managing expectations.

Perception vs. Reality

"What counts from the company's point of view is that customer expectations are consistently being met.”

Perception vs. Reality

"Then, the company can build on that strength, retain its customers and expand its business."

Krannert School of Management

Perception vs. Reality

Prepare yourself

1. Be Happy .

Ready?

Set.

2. Choose an energy source.

3. Accept the challenge.

Go!

Tips Skills

6 Tips

1. Maintain an attitude of service excellence inside and out.

2. Identify customer needs .

6 Tips

3. Act as if.

6 Tips

4. Practice excellent service at every customer contact point and beyond.

6 Tips

5. Handle difficult patrons with care .

6. Exceed expectations.

6 Tips

The Two Rules of Customer Service

The customer is always right.

When in doubt, see Rule #1 .

The customer is almost always right.

98%

A collaborative learning experiment…

Ten Skills

Approachability

Listening

Promptness

Ten Skills

2. Listen

Remuneration Empathy Problem Solving

Ten Skills

Deductive Reasoning

Tolerance

Responsiveness

Ten Skills

2. Listen

Appreciation

Thank You!

For more information…

For a copy of this presentation

and speaker notes, please visit:

http://www.mariannelenox.com/

2010/10/customer-centric-library.html

The Customer-Centric Library

by mlx on Oct 07, 2010

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The Customer-Centric Library — Presentation Transcript