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Care And Feeding Of Customers
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Care And Feeding Of Customers

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  • I think Customer Service can be one of the most difficult jobs – for me anyway. Especially when I perceive that someone is being rude to me. And those are the times that if not handled properly – seem to be the worst customer service situations.
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    • 1. CARE AND FEEDING OF CUSTOMERS – VIRTUAL AND FACE TO FACE July 16, 2008 Marjorie Brekke
    • 2. RECOMMENDED READINGS
      • My Pleasure to Serve You: Client Service Marketing.
        • http://search.ebscohost.com/login.aspx?direct=true&db=lxh&AN=25245354&site=ehost-live
      • Yes-Based Library Policy
        • http://www.swissarmylibrarian.net/tag/customer-service
      • Guidelines for Behavioral Performance of Reference and Information Service Providers
        • http://www.acrl.org/ala/rusa/protools/referenceguide/guidelinesbehavioral.cfm
      • Embracing Service to Teens
        • http://search.ebscohost.com/login.aspx?direct=true&db=lxh&AN=32070827&site=ehost-live
    • 3. MY IMPRESSIONS AS A CUSTOMER:
      • Here is what I like to experience as a customer:
        • Smile
        • Greeting
        • Introduction
        • Questions
        • Answers
        • Information
        • Follow-up
        • Invitation to come back
    • 4. YOUR IMPRESSIONS AS A CUSTOMER:
      • What do you like to experience as a customer?
    • 5. WHAT TO DO WHEN NOT FACE TO FACE
      • RUSA
      • AAL
      • And by the way – try not to use acronyms.
    • 6. DEALING WITH UPSET CUSTOMERS
      • When I get a call from staff to speak with a customer who is upset I try to do the following:
        • Respond in a timely manner
        • Greet the customer
        • Introduce myself
        • Shake their hand
        • Ask them to explain the issue
        • Listen
        • Repeat back to them what the issue is
        • Offer possible resolutions to the issue
        • If that doesn’t work – ask them if I can investigate the issue further and get back to them
    • 7. IMPORTANT THINGS FOR CUSTOMER/STAFF RELATIONSHIPS
      • Consistency
      • Leave personal judgments aside
      • Give customers the benefit of the doubt
      • Policies/Procedures
      • Document, Document, Document
    • 8. “ DON’T LET THEM TAKE YOUR COOKIES.”
      • For every negative interaction you have with a customer, you probably had 50 great ones.
      • It is the negative experiences that we tend to remember, but don’t let that decide your day.
      • Remember all of the positive interactions you have experienced throughout the day.
      • I once had someone explain to me that it is like we have a bowl full of cookies representing all of our positive interactions, and one person can come along and take all of those cookies with one negative attitude. Don’t let them take your cookies.
    • 9. QUESTIONS AND DISCUSSION