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Customer Service as Advocacy

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as given to the USAMRIDC, October 2010

Published in: Business, Education
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Customer Service as Advocacy

  1. 1. Customer Service as Advocacy <ul><li>Julie Strange, MLIS </li></ul>19 October 2010, USAMRMC Library Workshop
  2. 2. customer service = customer experience
  3. 6. what are your stories?
  4. 7. Meets Expectations Meets Desires Meets unrecognized needs from the book Peak: How Great Companies Get Their Mojo From Maslow , by Chip Conley Creates Advocates Creates Loyalty Creates Satisfaction
  5. 8. <ul><li>the human connection </li></ul><ul><li>excellent assistance </li></ul><ul><li>anticipating needs </li></ul><ul><li>aligning services and products </li></ul>Customer Service Foundation
  6. 9. <ul><li>the human connection </li></ul><ul><li>excellent assistance </li></ul><ul><li>anticipating needs </li></ul><ul><li>aligning services and products </li></ul>Customer Service Foundation
  7. 14. <ul><li>the human connection </li></ul><ul><li>excellent assistance </li></ul><ul><li>anticipating needs </li></ul><ul><li>aligning services and products </li></ul>Customer Service Foundation
  8. 16. move the question
  9. 17. <ul><li>the human connection </li></ul><ul><li>excellent assistance </li></ul><ul><li>anticipating needs </li></ul><ul><li>aligning services and products </li></ul>Customer Service Foundation
  10. 19. <ul><li>the human connection </li></ul><ul><li>excellent assistance </li></ul><ul><li>anticipating needs </li></ul><ul><li>aligning services and products </li></ul>Customer Service Foundation
  11. 20. &quot;If I had asked my customers what they wanted they would have said a faster horse.” - Henry Ford
  12. 22. what’s broken?
  13. 23. what will you do?
  14. 24. Julie Strange, MLIS www.strangelibrarian.org @strnglibrarian [email_address]
  15. 25. photo credits happy cookie: http://www.flickr.com/photos/visualpanic/1996389857 snow dog: http://www.flickr.com/photos/andrewmorrell/43386748 42 flustered dog: http://www.flickr.com/photos/silenu s81/3275372302/ reception: http://www.flickr.com/photos/austinevan/32 2540959 active listening: http://www.flickr.com/p hotos/sanfranannie/3116688849/ not a robot: http://www.flickr. com/photos/morinoko/2574346438/ banana: http://ww w.flickr.com/photos/fornal/437703236 brick wall: http://www.flickr.co m/photos/joriel/2360038974/ Steven Cohen: http://www. flickr.com/photos/trucolorsfly/2971172784 faster horse: http://www. flickr.com/photos/12535801@N03/3048449169/ broken chain: http://www.flickr.com/photos/32623546@N05/36395607 35/ beach, thank you: http://www.flickr.com/p hotos/gi/304120801

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