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Service, Smiles and Support

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Service, Smiles and Support

  1. 1. Service, Smiles, and Support How the Experience You Provide Creates Support For the Future Presented by Sarah Sogigian And Deborah Hoadley MLS Advisors
  2. 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. 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. 4. S. Sogigian & D. Hoadley, MA Library System 9/13/2012
  5. 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. 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. 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/College S. Sogigian & D. Hoadley, MA Library System 9/13/2012
  8. 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. 9. Group Work S. Sogigian & D. Hoadley, MA Library System 9/13/2012
  10. 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 space S. Sogigian & D. Hoadley, MA Library System 9/13/2012
  11. 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” doesn't 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. 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. 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 Done S. Sogigian & D. Hoadley, MA Library System 9/13/2012
  14. 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. 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. 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. 17. Reality: Landscape of Libraries are ever-changing How will you respond? S. Sogigian & D. Hoadley, MA Library System 9/13/2012
  18. 18. Where do I find the resources for this presentation? MLS Guide How do we get in touch with you? Sarah Sogigian Deb Hoadley S. Sogigian & D. Hoadley, MA Library System 9/13/2012

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