Customer service in libraries based on retail management concepts

1. Amanda E. Perrine, MLIS

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About Me

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About You
 Your name
 Where you work
 Why you are here
 What you hope to
learn

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Workshop Overview

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The Tale of the Microfiche
*In order to protect the guilty, models were used for the following images.
“Plats för skanning av microfiche för Genline hos Släktforskarnas hus i Leksand” by Edaen is licensed under cc-by-3.0

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Everyone Thinks You’re a
Librarian

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Even the Janitor
Used with permission, Paige Perfect, 2013

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Small Group Activity:
Hiring
 What do you look for
when hiring?
 Education
 Work Experience
 Personality
 Other?

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You Cannot Teach Nice

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The Right Fit

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The First Step

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Customer Service
Expectations

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Group Activity:
Expectations
 What customer service
expectations do you
have at your library?
 What other
expectations may you
want to add?

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Training
CC0 1.0: http://www.publicdomainpictures.net/view-image.php?image=56145&picture=male-teacher-cartoon

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Satisfied vs. Highly
Satisfied Patrons

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Word of Mouth

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Poor Experiences

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Small Group Activity:
Experiences
 Discuss a great service
experience you have had
 Discuss a poor service
experience you have had
 Which was easier to
remember?
 Have you spoken to
others about either of
these experiences before?

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The Customer Journey
CC0 1.0: http://www.publicdomainpictures.net/view-image.php?image=21318&picture=the-path

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Activity: Patron Journey
 Draw the typical
journey of your patrons

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Learn by Watching

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The Customer Journey:
Before

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The Customer Journey:
After

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The Moment of Truth

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Activity: Your Patrons
 Write down 3 regular
patron types
 What are their
interests?
 How are you currently
serving them?
 What could you do to
serve them better?

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A Patron Walks into Your
Library

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The Confused

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Signage

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Great Signage

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Middle of the Journey

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Time is Relative

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Perception is Reality

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Resetting the Patron’s
Internal Clock

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Acknowledge Patrons

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Just Say Yes

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Employee Empowerment

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Small Group Activity:
Empowerment
 When do staff need
managerial approval to
accommodate a patron
request?
 Why is this?
 Should it stay this way?

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Front Liners’ Ideas

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Aces in Their Places

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Magic Apron Training

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Upsell

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Upsell

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Activity: Areas of Expertise
 What are the areas of
expertise for you and
your staff/co-workers?
 What areas are you
missing?

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End of the Journey

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Learn Patron Names

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Activity: Patron Names
 Write down the names
of 10 regular patrons
and their interests

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After the Journey

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Coaching
 What, Why
 What You Did
 Why it Was Good
 What, What, Why
 What You Did
 What You Should
Have Done
 Why You Should
Have Done it
Differently

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Service Assessment

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Small Group Activity:
Complaints
 How do you handle
patron complaints?
 Does it vary based on
the level of complaint?
 Based on the status of
the person
complaining?
 Do small complaints
tend to get overlooked?

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Culture of Assessment

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Small Group Activity:
Assessment
 What are you currently
assessing in your
library?
 What should be added?

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Activity: Next Steps
 Review your patron
journey map
 What do you want to
keep the same?
 What changes do you
want to make?
 What potential
roadblocks may you
face when trying to
implement these
changes?

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Thank you!
 Questions?
 Contact Me
 aeacquar@syr.edu
 SlideShare:
amandaeperrine
 LinkedIn:
amandaeperrine