Customer Service   Acknowledge, Connect, Thank.      Three simple steps to great customer                    service.Adapt...
Customer Services Statistics• Only 4% of dissatisfied customers  actually complain• Dissatisfied customers will tell 10 to...
Who are our Competitors? •Internet •Book stores •Other libraries in the area
Why do Customers leave?• 82% are upset with the  treatment they received• 14% are dissatisfied with the  service• 4% move ...
Customer Service Standards•A cknowledge•C onnect•T hank     A           C                    T
Customer Service StandardsA cknowledge             A       C• Smile• Eye contact                T• Be pro-active• Professi...
Customer Service StandardsC onnect                   A       C• Use names• Give information             T• Solve problems•...
Customer Service StandardsT hank                   A       C• Invite to return• Express appreciation       T• Share inform...
In Case of Difficult Customers• All you need to do is L.A.U.G.H. !• L isten• A pologize• U nderstand• G ive• H elp
In Case of Difficult CustomersL isten  •Listen to customers’ complainA pologize  •Apologize that they are upset, don’t tak...
Observations and ReflectionsFor Supervisors:• Consider leadership as a privilege,  an honor to serve• Remember the importa...
Observations and ReflectionsFor Everyone:• Don’t let personal emotion  interfere with your work• Always keep a smile• Keep...
What’s in it for Me?•   Job security•   Job satisfaction and feeling good•   Problem solving, and seeing results•   Life i...
Thank you!
Upcoming SlideShare
Loading in …5
×

Customer Service

655 views

Published on

This PowerPoint is adapted for South Brunswick Public Library in-house staff training from the Customer Services Training at Trump Taj Mahal on June 19, 2008 organized by New Jersey State Library.

Published in: Business, Education
0 Comments
1 Like
Statistics
Notes
  • Be the first to comment

No Downloads
Views
Total views
655
On SlideShare
0
From Embeds
0
Number of Embeds
1
Actions
Shares
0
Downloads
35
Comments
0
Likes
1
Embeds 0
No embeds

No notes for slide

Customer Service

  1. 1. Customer Service Acknowledge, Connect, Thank. Three simple steps to great customer service.Adapted from Customer Services Training at Trump Taj Mahal on June 19, 2008 organized byNew Jersey State Library for South Brunswick Public Library In-House Staff TrainingSusanna ChanHead of Children’s ServicesSouth Brunswick Public Library July 2008
  2. 2. Customer Services Statistics• Only 4% of dissatisfied customers actually complain• Dissatisfied customers will tell 10 to 20 others• Happy customers will tell 3 to 5 others• It costs 5 to 6 times more to attract a new customer
  3. 3. Who are our Competitors? •Internet •Book stores •Other libraries in the area
  4. 4. Why do Customers leave?• 82% are upset with the treatment they received• 14% are dissatisfied with the service• 4% move away
  5. 5. Customer Service Standards•A cknowledge•C onnect•T hank A C T
  6. 6. Customer Service StandardsA cknowledge A C• Smile• Eye contact T• Be pro-active• Professional appearance• Friendly verbal greeting
  7. 7. Customer Service StandardsC onnect A C• Use names• Give information T• Solve problems• Check for satisfaction• Listen
  8. 8. Customer Service StandardsT hank A C• Invite to return• Express appreciation T• Share information• Fond farewell
  9. 9. In Case of Difficult Customers• All you need to do is L.A.U.G.H. !• L isten• A pologize• U nderstand• G ive• H elp
  10. 10. In Case of Difficult CustomersL isten •Listen to customers’ complainA pologize •Apologize that they are upset, don’t take it personallyU nderstand •Understand customers’ concern and acknowledge their suggestionsG ive •Give them options for their situationsH elp •Help customers to find a solution
  11. 11. Observations and ReflectionsFor Supervisors:• Consider leadership as a privilege, an honor to serve• Remember the importance of teamwork, and make people feel good• Be a role model – Follow through with your own actions• Hire for attitude and train for skills• Look for good behavior attributes such as trust, humility, commitment, caring, passion for service etc.
  12. 12. Observations and ReflectionsFor Everyone:• Don’t let personal emotion interfere with your work• Always keep a smile• Keep your promise• Care• Respect all employees and customers• Give thanks to be able to serve your customers
  13. 13. What’s in it for Me?• Job security• Job satisfaction and feeling good• Problem solving, and seeing results• Life is easier• Set an example• Get to connect with people in the community• Leave an imprint on other people’s life• Make a difference• Lifetime learning• Positive feedbacks
  14. 14. Thank you!

×