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Customer service jennings county
This document outlines a presentation on customer service basics for libraries. It discusses defining customer service and identifying internal and external customers. It provides examples of both good and bad customer service. The presentation emphasizes active listening, acknowledging customers, and making customer service a priority through a positive attitude. It concludes with tips for libraries to provide excellent customer service and resources on the topic.
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Customer service jennings county
- 1. Courtney Allison Southeast RegionalCoordinator Indiana State Library callison@library.in.gov CUSTOMER SERVICE: THE BASICS....
- 2. AGENDA: 1. What iscustomer service 2. Internal vs. External customers 3. Examples of customer service (good and bad) 4. Tips, tricks, best practices 5. Benefits of great customer service
- 3. WHO ARE OUR CUSTOMERS? GeneralPublic Fellow Staff Members Board Members Local Politicians Media Representatives Community Groups Anybody and
- 4. WHAT DO CUSTOMERS EXPECT FROM Personal Attention Information Storytimes/Program s TaxForms Eclipse Glasses Information Navigation Resume Help Up-to-date Resources
- 5. PART 1: WHAT ISCUSTOMER SERVICE?
- 6. RAISE YOUR HANDIF …
- 7. Definition of CustomerServic 1.an organization’s ability to supply their customers’ wants and needs 2.the commitment to providing value added services to external and internal customers – including attitude, knowledge, technical support and quality of service in a timely manner 3.All interactions between a customer and a product at the time of sale and thereafter 4.Customer service adds value to a product and building enduring
- 8. YOU ARE THEFACE OF THE LIBRARY:
- 9. YOU ARE THEFACE OF THE LIBRARY:
- 10. Service starts asa conversation we have with each customer
- 11. The Reference Interview ActiveListening Paraphrasing Asking Clarifying Verifying
- 12. Which is thebest example of an open question? A.When do you need this information by? B.What kind of information on Edgar Allan Poe are you looking for? C.So you’re looking for information on the Great Pyramid? D.Can you use internet sites for your research?
- 13. A customer askswhere your genealogy section is located. What is your best response? A.Tell her you don’t have much of a genealogy section but give her the address of the local historical society B. Point to the genealogy section of your shelves and let the customer browse. C.Ask the customer if there’s something specific she is trying to locate. D.Escort the customer to a computer and start showing her how to use the Ancestry database.
- 15. PART 2: INTERNAL VS.EXTERNAL CUSTOMERS
- 16.
- 17. How are internalcustomer needs met or unmet?
- 18. How can youbetter serve internal customers?
- 19.
- 20.
- 21. DO YOU KNOWTHIS PATRON??
- 22. THE PATRON ISALWAYS RIGHT, RIGHT??
- 23. SAYING ‘NO’ BYSAYING ‘YES’:
- 24. YOU ARE NOTALONE! “Sometimes you see strange things in libraries… there’s the time I saw the librarian at the counter turn away from a departing (and apparently difficult) customer and flip her the bird out of everyone’s view except mine at the water fountain. It made for a strange moment when our eyes met, and it burst my bubble that all librarians are mild-mannered Mother Teresa types whose greatest joy in life is simply helping people find books.” Jim Palmer, Divine Nobodies, pg. 48
- 25. THE SECRET? It’s NOTabout YOU!
- 26. THE SECRET? It’s NOTabout YOU!
- 27. The LAST Method: L–Listen : Don’t talk. Unhappy patrons need to be heard before you can help A-Apologize : Don’t excuse or admit guilt, but sincerely apologize for the misunderstanding S-Solve : the problem: Provide an immediate response. Work together with the patron to find a solution T-Thanks : Sincerely thank the patron for this opportunity, for their patience, for allowing you to serve them better
- 28. PART 3: BAD VS.GOOD CUSTOMER SERVICE
- 29. Examples of BadCustomer Service:
- 30. Examples of BadCustomer Service: • Lack of Acknowledgement • Disinterest • Argumentative • Lack of Attention • Not Smiling • Negative Body Language • Talking to Coworkers… • And Ignoring Patrons
- 31. Examples of GoodCustomer Ser
- 32. GREAT CUSTOMER SERVICE: Friendly EyeContact Not rushed Conversational Interested Active listening Follow Up Extra Step (if you can) Smile (even over the phone!) Knowledgeable
- 33. PART 4: TIPS, TRICKS,BEST PRACTICES
- 34.
- 39. Which is thebest example of a follow-up question? A.Do you need to use a computer? B.Do you remember where you first saw this term? C.Can I help you with anything else? D.Did you find everything you were looking for?
- 40. We will celebrateour customer service successes and stay focused on our goal: service that always exceeds the expectations of our customers Howard County Library System – Columbia, Ma
- 41. PART 4: BENEFITS OFGREAT CUSTOMER SERVICE
- 45. CUSTOMER SERVICE IS AN ATTITUDE IS NOTA DEPARTMENT IT ~UNKNOWN
- 46. TIPS TO GREATCUSTOMER SERVICE •Get patrons what they want, how they want it, on time, and with a smile. •Having a good attitude is not optional. •Poor customer service drives people away. •If you don’t want to be there, it will show. •Be professional. Take customer service seriously. •If you don’t like helping people, all types of people, then you shouldn’t be in a service profession. •Every interaction is an opportunity to convince someone that the library is indispensable. •Treat patron complaints as opportunities to get better. Don’t take it personally. •Be active, get out of your seat, approach patrons.
- 47. RESOURCE S: ALA Customer Service http://www.ala.org/tools/atotz/customer-service-libraries ExcellentCustomer Service webinar, Enoch Pratt Free Library http://www.ala.org/tools/atotz/customer-service-libraries Howard County Library System Customer Service Philosophy: Service is Personal http://www.hclibrary.org/uploads/CustomerService2012%20with%2 0covers.pdf
- 48. Courtney Allison Southeast RegionalCoordinator Indiana State Library callison@library.in.gov CUSTOMER SERVICE: THE BASICS....
Editor's Notes
- #4 Picture - https://www.pexels.com/photo/couple-smiling-behind-books-70252/
- #5 Picture - https://pixabay.com/en/question-mark-pear-think-idea-2010011/
- #7 With a show of hands – who in this room provides customer service So what is Customer Service?
- #9 So what can you do? It is so simple.
- #10 Cat - http://static.boredpanda.com/blog/wp-content/uploads/2015/07/XX-Smiling-Cats-8__605.jpg
- #11 Picture - https://pixabay.com/en/minions-talking-smile-conversation-363019/
- #14 C. Open question….giving them a chance to respond
- #15 Good customer service starts with you! You are the face of the Library. You are the first person they meet, their first chance to ask their questions. Sometimes the public doesn’t want to “bother us” – let them know that they are NEVER bothering us & that we are here to help them. Yes, our time is valuable but the value in it is in how you help them. You must cultivate a positive attitude at work Think about how you like to be treated as customers Remember, you are the ambassador for your library system….your job to represent the library well
- #19 be polite and considerate, get back to each other promptly with replies to queries; provide clear guidelines of what’s expected of each other; define roles and responsibilities; be professional at all times; say THANK YOU! Smile and greet co-workers and staff. BE A TEAM!!!
- #20 Fundamentals of how to give good customer service to external customers Welcome: smile, nod, say hello, and good-bye Play fair! No exceptions for folks you like Stay consistently positive: manners are rituals of respect Follow-through Say what you mean, mean what you say
- #22 Did you get a complaint? Make sure your listen! The patron is not always right, but they always have the right to be heard by a courteous and helpful staff! People want to be heard, even if you can’t fix the problem. Let them know you hear and understand. That doesn’t mean you have to agree to everything they say! But listen actively, repeat parts of what they said back to them, and see what you can do to help.
- #25 Is the Customer always right? No. But they always deserve our attention, assistance and respect.
- #26 What’s the secret to challenging patrons? Stay calm & (click)
- #27 Don’t let that problem patron interfere with you giving other patrons the great service they deserve. Don’t take is personally
- #28 Great concept to remember – LAST Method – dealing with problem patrons Finally, do not be afraid to pass them to your supervisor. You will be amazed how much this can help. Even if your Director tells the patron exactly what you did (and if you are following policy, you can trust that they will), the patron is going to feel better. They were heard. And by taking it to a higher level, you validated their concerns, and you validated their right to come to you.
- #30 According to studies by the Technical Assistance Research Programs Institute, 91% of unhappy customers will never buy again from a company that has displeased them and will also voice their dissatisfaction to at least seven other people.“ Have you had an experience with a business that was so bad you never went back? This happens in libraries too! Patrons are your library’s advocates in your community…don’t make them feel like they don’t want to come back.
- #32 How can we make our customers feel important and appreciated? Treat them as an individual Greet them (by name, if you can) Help them understand your policies…don’t just give them an answer, tell them why Say goodbye with warmth Thank them for coming to the library
- #36 Make sure you know your library’s policies (hopefully inside & out) Not knowing or following policy almost always leads to poor customer service. That responsibility in on you to know them inside and out. If you break a rule for a patron, they might come to expect it the next time and be upset if your coworker wont do the same.
- #37 Keep in mind…good customer service also included protecting your patron’s privacy.
- #38 Don’t grow roots, use those feet and move out from behind the desk. Take the patrons out to the stacks. That small effort will make a world of difference in your relationship with them, and you often find that what they asked for isn’t really what they want or need, once you get there. Be proactive – do you see two people wandering around looking at signs? See what you can help them find.
- #39 Lastly - follow up. Hopefully you did your reference interview to determine what the patron really needed, but if you walk a patron to the stacks to locate an item you have another chance to be sure you had it right. Once you answer their question, ask if there is anything else you can do to help, if they have any other questions today etc. Thank them and encourage them to come back!
- #40 A: clarifying question B. Clarifying and also probing C. Assume their question is answered fully and you are done…jumping the gun D. They can let you know if they need further information
- #41 This is from a library who has a written Customer Service Philosophy! It’s a very eloquent document! From - Howard County Library System Customer Service Philosophy: Service is Personal - http://www.hclibrary.org/uploads/CustomerService2012%20with%20covers.pdf Discussion Question - What are some examples of exceeding patrons expectations? (Some people expect service to go above and beyond. We are used to doing this anyways, right?) Try to add value to the transaction – is there something you can teach them Is there another book similar to the one that they placed a hold on that you can recommend? Is there a database that also might be helpful in writing that paper they are working on? I had a co-worker who always had DVDs ready for a patron – they both loved British movies like “Pride & Prejudice” – so she always went above & beyond for this patron Even the simplest things can make patrons happy – I was always giving out computer tricks to an older gentleman & he’d tell me I “won the golden halo award for the day”
- #43 Great customer service makes it more likely that patrons will return to use your library
- #44 Word of Mouth Marketing – lots of great ideas Great customer service empowers your satisfied patrons to tell others about your library – (Click to bring up book cover - wonderful book!) Picture - http://businesspulse.co/wp-content/uploads/2016/04/pulse_wommarketing.png
- #45 Great customer service creates good will toward the library…good thing to have in this time of budget cuts…your patrons will be your advocates. Picture - https://pixabay.com/en/address-book-notebook-book-notes-2152429/
- #47 Abridged from: http://blogaboutlibraries.com/2006/07/20-points-on-excellent-library.html
- #48 http://www.webjunction.org/content/dam/WebJunction/Documents/pennsylvania/Customer-Service8.pdf http://www.slrc.info/development/webinar_archive.aspx?id=573