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Can’t You Read?!?!
Customer Service with Trust and Compassion
(or How a New Librarian was devoured
by a Monster!)
Clarksville Branch
Library
Tax Forms
(not the Monster)
“Where are the Tax
Forms?”
“Can’t You Read!?!”
Fundamental
Attribution
Error
(FAE Monster)
Fruit Loops Dad is
a JERK!
Pudding Dad just
had a Bad Day.
“Refers to the tendency to over
estimate the internal and
underestimate the external
factors when explaining the
behaviors...
Exceptional
Customer
Service can
fall prey to the
FAE Monster!
FAE Monster Obstructs
Customer Service
Trust patrons’
actions are noble.
Trust + Compassion
Later at Lunch
“Kevin, what if
they couldn’t
read?”
Don’t be
Devoured!
Beware of the
FAE Monster!
Thanks -
Kevin King
kevink@kpl.gov
TT: Can You Read?!?
TT: Can You Read?!?
TT: Can You Read?!?
TT: Can You Read?!?
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TT: Can You Read?!?

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Trigger Talk

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TT: Can You Read?!?

  1. 1. Can’t You Read?!?! Customer Service with Trust and Compassion (or How a New Librarian was devoured by a Monster!)
  2. 2. Clarksville Branch Library
  3. 3. Tax Forms (not the Monster)
  4. 4. “Where are the Tax Forms?”
  5. 5. “Can’t You Read!?!”
  6. 6. Fundamental Attribution Error (FAE Monster)
  7. 7. Fruit Loops Dad is a JERK!
  8. 8. Pudding Dad just had a Bad Day.
  9. 9. “Refers to the tendency to over estimate the internal and underestimate the external factors when explaining the behaviors of others.  This may be a result of our tendency to pay more attention to the situation rather than to the individual and is especially true when we know little about the other person.”
  10. 10. Exceptional Customer Service can fall prey to the FAE Monster!
  11. 11. FAE Monster Obstructs Customer Service
  12. 12. Trust patrons’ actions are noble.
  13. 13. Trust + Compassion
  14. 14. Later at Lunch
  15. 15. “Kevin, what if they couldn’t read?”
  16. 16. Don’t be Devoured! Beware of the FAE Monster! Thanks - Kevin King kevink@kpl.gov

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