Customer Service Training for Pueblo Library District

1. Facilitated Customer Service
By Kayci Barnett Mgr. Giodone Library

2. What is the most important skill needed to
work at the library?
Computers

3. The 2nd most important skill?
Customer
Service

4. What does facilitate mean?
Make an action or process easier.

5. Four Steps of Facilitated Customer Service
1. Initiate
2. Communicate
3. Elevate
4. Motivate

6. Initiate
• Staff is available

7. Initiate
• Staff initiates service

8. Initiate
• Serves with good cheer and empathy

9. Steps to better listening

10. Stop whatever you are doing

11. Prepare to listen by taking a deep breath

12. Give the speaker your full attention.

13. Listen carefully to what they are saying, and
body language if possible.

14. When they’ve finished paraphrase to ensure
you’ve heard them correctly.

15. Communicate
• Informative, provides options, ensures customer finds item

16. Communicate
• Staff Maintain Order using the 5 Steps to Influence Behavior

17. Five Steps to Influence Behavior
1. Ask

18. Five Steps to Influence Behavior
2. Explain why

19. Five Steps to Influence Behavior
3. Present Options

20. Five Steps to Influence Behavior
4. Confirm Decision

21. Five Steps to Influence Behavior
5. Act

22. Elevate
• Staff Master the art of the hand-off

23. Motivate
• Staff upsell to drive results

24. Key Results
Circulation

25. Key Results
Program Attendance

26. Key Results
Visits

27. Key Results
Computer Use

28. Don’t Perspirate, Facilitate!
1. Initiate
2. Communicate
3. Elevate
4. Motivate