Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

Creating a Culture of Customer Service

203 views

Published on

Montana State Library Workshops presentation

Published in: Education
  • Be the first to comment

Creating a Culture of Customer Service

  1. 1. Montana State Library Workshop Polson, September 2016 Lauren McMullen Creating a Culture of Customer Service
  2. 2. Physical Place Creating a Culture of Customer Service MSL Workshops, September 14, 2016 2
  3. 3. How do people find the library? Creating a Culture of Customer Service MSL Workshops, September 14, 2016 3
  4. 4. Is your library welcoming? Creating a Culture of Customer Service MSL Workshops, September 14, 2016 4
  5. 5. Access? Creating a Culture of Customer Service MSL Workshops, September 14, 2016 5
  6. 6. Signage Creating a Culture of Customer Service MSL Workshops, September 14, 2016 6
  7. 7. Services and Programs Online place Program registration – easy or complicated? Library card process Creating a Culture of Customer Service MSL Workshops, September 14, 2016 7
  8. 8. People Creating a Culture of Customer Service MSL Workshops, September 14, 2016 8
  9. 9. Skills and Behaviors Creating a Culture of Customer Service MSL Workshops, September 14, 2016 9
  10. 10. Attitude •Remember that every customer deserves your thanks • “How may I exceed your expectations today?” •No excuses! Creating a Culture of Customer Service MSL Workshops, September 14, 2016 10
  11. 11. Don’t let obstacles get in the way • Fear of bending rules • Bad days • Scheduling Creating a Culture of Customer Service MSL Workshops, September 14, 2016 11
  12. 12. Creating the Culture • Customer focus as an organizational competency •Identify best practices •Make sure everyone knows •Clarify expectations • Policies and procedures that put the customer first Creating a Culture of Customer Service MSL Workshops, September 14, 2016 12
  13. 13. What can we do? • The customer first! • Continuous improvement • Focus and accountability • Talk and share • Positive image • Good judgement Creating a Culture of Customer Service MSL Workshops, September 14, 2016 13
  14. 14. Resources & References • WebJunction – archived webinars, courses, documents: http://www.webjunction.org/explore-topics/customer-services.html VanDuinkerken, Wyoma. Leading Libraries: how to create a service culture. • Wheeler, Michael. The Art of Negotiation. • Montana State Library Professional Development Collection resources: http://mtsc.sdp.sirsi.net/client/en_US/MSL/search/results?qu=custo mer+service&te=&lm=MSL Creating a Culture of Customer Service MSL Workshops, September 14, 2016 14
  15. 15. Image credits • Lumber camp library: http://mtmemory.org/cdm/ref/collection/p16013coll27/id/3470 • Carnegie Library: http://mtmemory.org/cdm/ref/collection/p103401cmhp/id/2532 • Clock: https://openclipart.org/detail/191524/clock • People: http://www.techipedia.com/2014/customer-service-social-marketing/ • Attitude and gratitude: http://rishona.net/2012/03/11/outlook-means- everything/attitude-gratitude/ • Culture: http://wikisobrewiki.wikispaces.com/%C2%BFQu%C3%A9+es+una+wiki%3F • Customer service: http://l-orem.com/culture_mapping/ • All other images: creative commons licensed Creating a Culture of Customer Service MSL Workshops, September 14, 2016 15

×