The Good, The Bad And The Ugly


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  • Tap history – tapestry
  • When you smile you show that you have a positive attitude, it's harder for the people you encounter to have a negative attitude. If you are dealing with a customer over the phone, you should still smile. Smiles are reflected in your voice Practice effective conflict resolution skills. Once you have heard your customers' concerns, identify or repeat the problem to assure them that you heard them correctly. Suggest solutions based on the information they've provided. Not all solutions will be appropriate for everyone. Offer your assistance or tell them where they can find additional help if you cannot given them what they need. Check back with them to find out if they are satisfied with the resolution.
  • Remember you can’t control how someone else behaves. You can control how you react and by being professional hope you influence how the customer responds. Don’t argue with the customer, especially if they are angry, annoyed or complaining. The customer wants to be heard, so make it clear you are listening and don’t try and look for how to escape! Maintain eye contact, sit up straight and don’t cross your arms. Let the customer know you are listening. When a customer tries to intimidate you, stay calm and ask, "What can we do to help?" This kind of question can also help you get away faster from a chatty, finicky or confused customer who monopolises your time. Some customers are difficult whatever you do, so try and help to the best of your ability. Understand what support is there for you – your line manager, experts e.g. enquiry centre/information and subject librarians I’m afraid I can’t give you all a little package of confidence to take away with you today. But practice help
  • Letters, email and online chat Use words that will be familiar to your customers – just because we use them everyday in the world of libraries doesn’t mean they will be understood by our customers e.g. RFID – self service
  • The Good, The Bad And The Ugly

    1. 1. The Good, the Bad and the Ugly Tabitha Witherick Senior Librarian Information, North Somerset Handling the unpredictable
    2. 2. The Bad Discuss in your groups: what went wrong? what could be improved?
    3. 3. Face to face communication <ul><li>Body language </li></ul><ul><li>Tone </li></ul><ul><li>Verbal </li></ul>Professor Albert Mehrabian's communications model
    4. 4. Face to face communication <ul><li>Body language 55% </li></ul><ul><li>Tone 38% </li></ul><ul><li>Verbal 7% </li></ul>Professor Albert Mehrabian's communications model
    5. 5. <ul><li>Misunderstandings happen </li></ul>
    6. 6. The Good Discuss in your groups: what was good? what could be improved?
    7. 7. Be positive <ul><li>Smile and say hello </li></ul><ul><li>Pay attention and listen </li></ul><ul><li>Be patient </li></ul><ul><li>Laugh with them – not at them </li></ul><ul><li>See things from their point of view </li></ul>
    8. 8. The Ugly Discuss in your groups: what was wrong? what could be improved?
    9. 9. Difficult customers <ul><li>Angry </li></ul><ul><li>Impatient </li></ul><ul><li>Intimidating </li></ul><ul><li>Talkative </li></ul><ul><li>Demanding </li></ul><ul><li>Indecisive </li></ul>
    10. 10. Dealing with difficult customers <ul><li>Deal with them ‘professionally’ </li></ul><ul><li>Stay in control </li></ul><ul><li>Listen and let them say their piece </li></ul><ul><li>Find the information they need, or contact someone who can </li></ul><ul><li>Don’t take it personally </li></ul><ul><li>Conflict management </li></ul><ul><li>Be confident! </li></ul>
    11. 11. Be confident! <ul><li>Understand what to do </li></ul><ul><li>Time to familiarise </li></ul><ul><li>Know who you can turn to </li></ul><ul><li>Learn from others </li></ul><ul><li>Practice </li></ul><ul><li>You’ll never know everything </li></ul>
    12. 12. Written communication <ul><li>Avoid unfamiliar words and jargon </li></ul><ul><li>Use short sentences </li></ul><ul><li>Use you and we </li></ul><ul><li>Use lists and headings </li></ul><ul><li>Have a look at the Plain English Campaign </li></ul>
    13. 13. Plain English <ul><li>High-quality learning environments are a necessary precondition for facilitation and enhancement of the ongoing learning process. </li></ul><ul><li>Children need good schools if they are to learn properly. </li></ul>
    14. 14. Plain English <ul><li>If there are any points on which you require explanation or further particulars we shall be glad to furnish such additional details as may be required by telephone. </li></ul><ul><li>If you have any questions, please phone. </li></ul>
    15. 15. Telephone communication <ul><li>Identify yourself and smile </li></ul><ul><li>Let the customer explain </li></ul><ul><li>Don’t interrupt </li></ul><ul><li>Be clear and avoid jargon </li></ul><ul><li>Make a commitment to follow up </li></ul><ul><li>Thank the customer for calling </li></ul>
    16. 16. Thank you <ul><li>Tabitha Witherick </li></ul><ul><li>[email_address] </li></ul><ul><li>01934 426898 </li></ul>