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Scott County Library Staff Day Customer service is dead

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Scott County Library Staff Day

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Scott County Library Staff Day Customer service is dead

  1. 1. @infoactivist | @scottlib_mn | #sclstaffday Customer Service is Dead: Long Live the Customer Experience Anthony Molaro, Ph.D. Assistant Professor, St Catherine University Wednesday, March 4, 15
  2. 2. @infoactivist | @scottlib_mn | #sclstaffday Wednesday, March 4, 15
  3. 3. @infoactivist | @scottlib_mn | #sclstaffday Who Am I? • Assistant Professor at St Kate’s • Management & Leadership • Public Services • Maker Spaces • Associate Dean of Libraries and Instructional Technology, Prairie State College • Director of Highwood Public Library • Head of Technology and Technical Services • Various Roles Wednesday, March 4, 15
  4. 4. @infoactivist | @scottlib_mn | #sclstaffday Wednesday, March 4, 15
  5. 5. @infoactivist | @scottlib_mn | #sclstaffday My Mission My mission is to inspire and nurture a generation of imaginarians and information activists whose deepest desire is to create an environment where library members can explore and discover their world, relate and connect to their community, develop and foster their identity, grow and expand their mind, and find and inspire their creativity. Wednesday, March 4, 15
  6. 6. @infoactivist | @scottlib_mn | #sclstaffday Imaginarian An imaginarian is built on the concept of imagineer from the Disney Corporation.  The term imagineer is the blending of imagination and engineering.  So I define the term imaginarian as the blending of imagination and librarianship. Wednesday, March 4, 15
  7. 7. @infoactivist | @scottlib_mn | #sclstaffday Imaginarians Imaginarians are tasked with designing and building the human imagination.  We focus on the creative and learning processes that take place in the human brain and soul.  We help people construct realities and worlds that meet their desires.  Imaginarians help people find their voice, identity and creative-self.  We foster an environment in which these can soar. Wednesday, March 4, 15
  8. 8. @infoactivist | @scottlib_mn | #sclstaffday Library Perspective Bad libraries build collections, good libraries build connections, great libraries build community. ~David Lankes Wednesday, March 4, 15
  9. 9. @infoactivist | @scottlib_mn | #sclstaffday Customer Experience... Wednesday, March 4, 15
  10. 10. @infoactivist | @scottlib_mn | #sclstaffday Customer What? Wednesday, March 4, 15
  11. 11. @infoactivist | @scottlib_mn | #sclstaffday Wednesday, March 4, 15
  12. 12. @infoactivist | @scottlib_mn | #sclstaffday Well We Do Know What it Means Wednesday, March 4, 15
  13. 13. @infoactivist | @scottlib_mn | #sclstaffday Customer experience is the sum of all interactions a customer has with an organization and its products over the duration of the relationship. It can also include the feelings that has a customer towards the organization based on their perceived beliefs about the organization. Wednesday, March 4, 15
  14. 14. @infoactivist | @scottlib_mn | #sclstaffday It’s not transaction- based but experience- based Wednesday, March 4, 15
  15. 15. @infoactivist | @scottlib_mn | #sclstaffday A customer experience oriented organization appeals to every sense and emotion of the customer and it does this by paying attention to every detail Wednesday, March 4, 15
  16. 16. @infoactivist | @scottlib_mn | #sclstaffday Wednesday, March 4, 15
  17. 17. @infoactivist | @scottlib_mn | #sclstaffday Customer Service vs. Customer Experience Customer Service Customer Experience Who Department All What Consume Participate Where A point of contact Everywhere When Single point in time Sum of all interactions Why Problem oriented Feeling oriented How Reactionary Proactive Wednesday, March 4, 15
  18. 18. @infoactivist | @scottlib_mn | #sclstaffday History of Customer Expectation Customer) Experience) Customer) Service) Friendly)Staff) Easily)Locatable) Dependable)Product) Wednesday, March 4, 15
  19. 19. @infoactivist | @scottlib_mn | #sclstaffday Revenue & Profit Customer) Experience) Customer) Service) Friendly)Staff) Easily)Locatable) Dependable)Product) Customer)Experience) Customer)Service) Friendly)Staff) Easily)Locatable) Dependable) Product) Wednesday, March 4, 15
  20. 20. @infoactivist | @scottlib_mn | #sclstaffday Customer Experience Wednesday, March 4, 15
  21. 21. @infoactivist | @scottlib_mn | #sclstaffday Why Should I Care? • Beyond profit and revenue • Loyalty • Forgiveness Wednesday, March 4, 15
  22. 22. @infoactivist | @scottlib_mn | #sclstaffday The Words Customer Service Have Become Cliche Wednesday, March 4, 15
  23. 23. @infoactivist | @scottlib_mn | #sclstaffday What Does a Customer Experience Organization Look Like? Wednesday, March 4, 15
  24. 24. @infoactivist | @scottlib_mn | #sclstaffday If a customer service issue has arisen more than once or twice in the last year, its no longer a customer service issue but an organizational failure Wednesday, March 4, 15
  25. 25. @infoactivist | @scottlib_mn | #sclstaffday Culture Wednesday, March 4, 15
  26. 26. @infoactivist | @scottlib_mn | #sclstaffday • Deliver WOW Through Service • Embrace and Drive Change • Create Fun and a Little Weirdness • Be Adventurous, Creative and Open-Minded • Pursue Growth and Learning • Build Open and Honest Relationships with Communication • Build a Positive Team and Family Spirit • Do More with Less • Be Passionate and Determined • Be Humble Wednesday, March 4, 15
  27. 27. @infoactivist | @scottlib_mn | #sclstaffday • Zappos is so serious about this that they offer all new employees $2,000 after their first week of training to quit Wednesday, March 4, 15
  28. 28. @infoactivist | @scottlib_mn | #sclstaffday Anticipatory Wednesday, March 4, 15
  29. 29. @infoactivist | @scottlib_mn | #sclstaffday The Engineer on a Ladder • Suppose an engineer on a ladder at a hotel sees a women with her hands full enter the building... Wednesday, March 4, 15
  30. 30. @infoactivist | @scottlib_mn | #sclstaffday Wednesday, March 4, 15
  31. 31. @infoactivist | @scottlib_mn | #sclstaffday Story Wednesday, March 4, 15
  32. 32. @infoactivist | @scottlib_mn | #sclstaffday Wednesday, March 4, 15
  33. 33. @infoactivist | @scottlib_mn | #sclstaffday Wednesday, March 4, 15
  34. 34. @infoactivist | @scottlib_mn | #sclstaffday Humans naturally seek comfort and stability. Without an inciting incident that disrupts their comfort, they won’t enter into a story. They have to get fired from their job or be forced to sign up for a marathon. A ring has to be purchased. A home has to be sold. The character has to jump into the story, into the discomfort and the fear, otherwise the story will never happen. -Robert McKee Wednesday, March 4, 15
  35. 35. @infoactivist | @scottlib_mn | #sclstaffday You don’t know a story is happening to you when you’re in it. You slide into the flow of it like a current in the ocean; you look back at the beach and can’t see the umbrella, and your hotel is a quarter mile behind you. -Donald Miller Wednesday, March 4, 15
  36. 36. @infoactivist | @scottlib_mn | #sclstaffday • Story allows us to relate to patrons better • Story pushes us to achieve important tasks • Story provides meaning to our lives Wednesday, March 4, 15
  37. 37. @infoactivist | @scottlib_mn | #sclstaffday Wednesday, March 4, 15
  38. 38. @infoactivist | @scottlib_mn | #sclstaffday Participatory Culture Wednesday, March 4, 15
  39. 39. @infoactivist | @scottlib_mn | #sclstaffday Participatory Culture: Patron to Patron Wednesday, March 4, 15
  40. 40. @infoactivist | @scottlib_mn | #sclstaffday Wednesday, March 4, 15
  41. 41. @infoactivist | @scottlib_mn | #sclstaffday Wednesday, March 4, 15
  42. 42. @infoactivist | @scottlib_mn | #sclstaffday Participatory Culture: Patron to Library • Provide lots of feedback loops • Create multiple advisory boards • Develop avenues for your patrons to talk to you Wednesday, March 4, 15
  43. 43. @infoactivist | @scottlib_mn | #sclstaffday Participatory Culture: Employee to Employee • Don’t forget the staff • Staff book club • Staff potlucks • Staff get togethers Wednesday, March 4, 15
  44. 44. @infoactivist | @scottlib_mn | #sclstaffday Staff Wednesday, March 4, 15
  45. 45. @infoactivist | @scottlib_mn | #sclstaffday Wednesday, March 4, 15
  46. 46. @infoactivist | @scottlib_mn | #sclstaffday Wednesday, March 4, 15
  47. 47. @infoactivist | @scottlib_mn | #sclstaffday Ordinary • If you hire ordinary staff for ordinary work then you will have an ordinary organization with ordinary results Wednesday, March 4, 15
  48. 48. @infoactivist | @scottlib_mn | #sclstaffday Nice & Passionate • Interview questions • Are you nice? • What are you passionate about? Wednesday, March 4, 15
  49. 49. @infoactivist | @scottlib_mn | #sclstaffday Fearless • Apple hires: • 10% for knowledge • 90% personality • 100% fearless Wednesday, March 4, 15
  50. 50. @infoactivist | @scottlib_mn | #sclstaffday • Hire for core values • Train for everything else Wednesday, March 4, 15
  51. 51. @infoactivist | @scottlib_mn | #sclstaffday Rethink Roles and Duties • What if circulation clerks’ primary job was not to check books in and out • But was to greet everyone single patron that entered the building because being welcoming is part of your core values Wednesday, March 4, 15
  52. 52. @infoactivist | @scottlib_mn | #sclstaffday Purpose/Passion Wednesday, March 4, 15
  53. 53. @infoactivist | @scottlib_mn | #sclstaffday Purpose Wednesday, March 4, 15
  54. 54. @infoactivist | @scottlib_mn | #sclstaffday Fayetteville Free Public Library • The Fayetteville Free Public Library (NewYork) is bringing the purpose and passion of the community to the community. Wednesday, March 4, 15
  55. 55. Today’s Date: What do you love to do? What are you passionate about? Would you be interested in sharing what you know/ teaching it to your neighbors/ to the community? Can I have your contact info? Name_______________________________ Phone_______________________________ Email________________________________ Do you want to speak in person? Please have the Executive Director contact me ______ Susan L. Considine, Executive Director Fayetteville Free Library 300 Orchard Street Fayetteville, NY 13066 315-637-6374 X 307 sconsidine@fflib.org Staff Initials_______ Date_____________ Wednesday, March 4, 15
  56. 56. @infoactivist | @scottlib_mn | #sclstaffday Environment Wednesday, March 4, 15
  57. 57. @infoactivist | @scottlib_mn | #sclstaffday Experience Audit • IDEO and the hospital experience Wednesday, March 4, 15
  58. 58. @infoactivist | @scottlib_mn | #sclstaffday Wednesday, March 4, 15
  59. 59. @infoactivist | @scottlib_mn | #sclstaffday Wednesday, March 4, 15
  60. 60. @infoactivist | @scottlib_mn | #sclstaffday Wednesday, March 4, 15
  61. 61. @infoactivist | @scottlib_mn | #sclstaffday Wednesday, March 4, 15
  62. 62. @infoactivist | @scottlib_mn | #sclstaffday Wednesday, March 4, 15
  63. 63. @infoactivist | @scottlib_mn | #sclstaffday Wednesday, March 4, 15
  64. 64. @infoactivist | @scottlib_mn | #sclstaffday Wednesday, March 4, 15
  65. 65. @infoactivist | @scottlib_mn | #sclstaffday Wednesday, March 4, 15
  66. 66. @infoactivist | @scottlib_mn | #sclstaffday Learning and Growth Occur in Circles not Rows Wednesday, March 4, 15
  67. 67. @infoactivist | @scottlib_mn | #sclstaffday The  Apple  Way Wednesday, March 4, 15
  68. 68. @infoactivist | @scottlib_mn | #sclstaffday Simplicity Wednesday, March 4, 15
  69. 69. https://www.apple.com/retail/galleries/lincolnpark/images/lincolnpark_gallery_image8.jpg Beautiful Wednesday, March 4, 15
  70. 70. @infoactivist | @scottlib_mn | #sclstaffdayhttp://librarygraphicdesign.blogspot.com/2012/05/library-helps-you-find-your-way.html Wednesday, March 4, 15
  71. 71. @infoactivist | @scottlib_mn | #sclstaffday Radical Trust • Apple has an app that allows you to self- checkout in their store • 2% will steal, so why do we create a bad experience for 98% of our customers based on the 2%? Wednesday, March 4, 15
  72. 72. @infoactivist | @scottlib_mn | #sclstaffday Wednesday, March 4, 15
  73. 73. @infoactivist | @scottlib_mn | #sclstaffday A.P.P.L.E. • Approach customers with a personalized warm welcome • Probe politely to understand all the customer’s needs • Present a solution for the customer to take home today • Listen for and resolve any issues or concerns • End with a fond farewell and an invitation to return Wednesday, March 4, 15
  74. 74. One of the best means of making a library popular is to mingle freely with its users, and help them in every way. When this policy is pursued for a series of years in any town, a very large portion of the citizens receive answers to questions, and the conviction spreads through the community that the library is an institution of such beneficent influences that it can not be dispensed with. -Samuel Swett Green (1876). Wednesday, March 4, 15
  75. 75. @infoactivist | @scottlib_mn | #sclstaffday • We should design experiences and solve problems • We often try to solve experiences and design problems Wednesday, March 4, 15
  76. 76. @infoactivist | @scottlib_mn | #sclstaffday • If patrons wanted quiet they’d likely stay home • But we also need to ensure that we have quiet spaces too Wednesday, March 4, 15
  77. 77. @infoactivist | @scottlib_mn | #sclstaffday Practice Radical Trust Radical trust is about trusting the community.We know that abuse can happen, but we trust (radically) that the community and participation will work. In the real world, we know that vandalism happens but we still put art and sculpture up in our parks.As a online community we come up with safeguards or mechanisms that help keep open contribution and participation working. ~Michael Stephens Wednesday, March 4, 15
  78. 78. @infoactivist | @scottlib_mn | #sclstaffday not to say that public service isn’t sexy because it definitely is but that’s not why we do it... we do it because we get the chance to work hard at work worth doing along side a team of people who we love Wednesday, March 4, 15
  79. 79. @infoactivist | @scottlib_mn | #sclstaffday Lightning Round: Quick Tips for Today Wednesday, March 4, 15
  80. 80. @infoactivist | @scottlib_mn | #sclstaffday Show Don’t Tell • Never give verbal directions • If you must give directions, write them down • Never point to a location • Per Se restaurant guideline #20 “When asked, guide guests to the bathroom instead of pointing” Wednesday, March 4, 15
  81. 81. @infoactivist | @scottlib_mn | #sclstaffday Phones • Every patron phone call is precious, never let an automated system upset your patron experience Wednesday, March 4, 15
  82. 82. @infoactivist | @scottlib_mn | #sclstaffday • Hand written note for every new patron • Follow up with a birthday card (at least for the kids) Wednesday, March 4, 15
  83. 83. @infoactivist | @scottlib_mn | #sclstaffday Wednesday, March 4, 15
  84. 84. @infoactivist | @scottlib_mn | #sclstaffday Make Waiting Enjoyable Wednesday, March 4, 15
  85. 85. @infoactivist | @scottlib_mn | #sclstaffday • Know your patron by name • People want to be recognized Wednesday, March 4, 15
  86. 86. @infoactivist | @scottlib_mn | #sclstaffday “Remember that a person’s name is to that person the sweetest and most important sound in any language.” ~Dale Carnegie Wednesday, March 4, 15
  87. 87. @infoactivist | @scottlib_mn | #sclstaffday • Patrons long for a positive and personal connection • It may be the only time they experience a connection all day Wednesday, March 4, 15
  88. 88. @infoactivist | @scottlib_mn | #sclstaffday Wednesday, March 4, 15
  89. 89. Wednesday, March 4, 15
  90. 90. @infoactivist | @scottlib_mn | #sclstaffday ThankYou Questions? Wednesday, March 4, 15

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