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  1. 1. Exceptional Customer Service Julie Pinnell Doane College Library
  2. 2. What they will remember is how you make them FEEL
  3. 3. Your attitude will impact customers more than anything else• Greet customers it’s everyone’s responsibility• Fish = be there, play, make their day, choose your attitude• Leave personal issues at home. You can pick them up later.• Be grateful for your job
  4. 4. MODEL REFERENCE BEHAVIORS CHECKLISTAPPROACHABILITY Smile Makes Eye Contact Gives Friendly Greeting Is At Eye LevelCOMFORT Speaks In Relaxed Tone Goes With PatronINTEREST Maintains Eye Contact Makes Attentive Comments Gives Full AttentionLISTENING Does Not Interrupt Paraphrases Clarifies
  5. 5. Easy Street• Greet• Signage• Hours• Virtually yours• “Yes and…”• Trust• Give alternatives• Kindness
  6. 6. STATEMENT OF PROFESSIONAL ETHICSI. Librarians must provide the highest level of service through appropriate and usefullyorganized collections, fair and equitable circulation and service policies, and skillful, accurate,unbiased, and courteous responses to all requests for assistance.II. Librarians must resist all efforts by groups or individuals to censor library materials.III. Librarians must protect each users rights to privacy with respect to information sought orreceived, and materials consulted, borrowed, or acquired.IV. Librarians must adhere to the principles of due process and equality of opportunity inpeer relationships and personnel actions.V. Librarians must distinguish clearly in their actions and statements between their personalphilosophies and attitudes and those of an institution or professional body.VI. Librarians must avoid situations in which personal interests might be served or financialbenefits gained at the expense of library users, colleagues, or the employing institution.Adopted by the American Library Association, 1981
  7. 7. SERVING ALL PEOPLE EQUALLYParagraph I of the American Library Associations STATEMENT OF PROFESSIONAL ETHICSreads:The intent is that each of us give every patron the same level of respect, attention andcourtesy.We dont, for example, give city or county officials preference over other patrons, or treat"street people" with less respect than others. Children and their questions are given thesame level of care we give to adults.All people in the community are entitled toequal library service.
  8. 8. BEING OBJECTIVEParagraph I in the American Library Associations STATEMENT OF PROFESSIONAL ETHICS isan important one. Not only does it call for the same treatment for all, it calls for beingobjective and neutral in the way we handle requests:It means that even if you do not agree with what the patron wants to do, even if you dislikethe information asked for, you must put aside your personal opinions and handle therequest in a neutral, impartial way.Your personal opinions are yours off the job. At work, you must remain unbiased.Providers of reference service must be unbiased in helping librarypatrons.
  9. 9. Grumpy People• Staff: • Customers:• Information waiters • Listen / take notes• Kindness • Recognize their feelings• Acting lessons • Agent vs gatekeeper• FISH = be there, choose • Small acts of personal your attitude kindness• 4 Agreements – don’t • Help from a co-worker take it personally & be • Process for appeal careful in your words
  10. 10. What they will remember is how you make them FEEL
  11. 11. Thank you! Julie Pinnell Doane College Libraryjulie.pinnell@doane.edu