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Improving the Customer ExperienceLibrary                                1
The Customer Experience                          Library                                    2
Customer Service BehaviorsThe WelcomeNamesAttentionPositivityThe Thanks                         3
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Welcoming BehaviorsA smile and a relaxed facial expression.Non-intimidating eye contact.Tone of voice and inflection.A...
Share yours.                      Lynne                         Good morning        Use theirs.       Mrs. Smith!         ...
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•Look for opportunities to renew staffcustomer service training.•Document improvement in customerservice by developing a m...
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References“AT&T Store Employees 5 Key Behaviors – Good Customer Service?” athttp://www.berryreview.com/2011/06/28/att-stor...
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Customer service refresher

Customer service refreshers for public library staff

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Customer service refresher

  1. 1. Improving the Customer ExperienceLibrary 1
  2. 2. The Customer Experience Library 2
  3. 3. Customer Service BehaviorsThe WelcomeNamesAttentionPositivityThe Thanks 3
  4. 4. 4
  5. 5. Welcoming BehaviorsA smile and a relaxed facial expression.Non-intimidating eye contact.Tone of voice and inflection.A comfortable pace.Open body language.Looking up from your computer frequently.Greeting people. 5
  6. 6. Share yours. Lynne Good morning Use theirs. Mrs. Smith! 6
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  8. 8. 8
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  12. 12. •Look for opportunities to renew staffcustomer service training.•Document improvement in customerservice by developing a measurement tooland using it with staff. 12
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  14. 14. References“AT&T Store Employees 5 Key Behaviors – Good Customer Service?” athttp://www.berryreview.com/2011/06/28/att-store-employees-5-key-behaviors-good-customer-service“Customer Service – Washington State Small Business Development Center” athttp://www.wsbdc.org/customer-service“Developing an Effective Customer Service Strategy for Government Agencies” athttp://www.howto.gov/customer-service/strategic-planning“Employee Behavior: Training, Guiding, Coaching” athttp://www.wpex.com/index.php/newsletter/featured/employeee_behavior_training_guiding_coaching/Hurley, R.F. “Customer Service Behavior in Retail Settings: A Study of the Effect ofService Provider Personality” at http://www.scribd.com/doc/54699495/Customer-Service-Behavior-in-Retail-Settings-A-Case-Study“Improving Customer Service through Effective Performance Management” athttp://www.opm.gov/perform/wppdf/custdoc.pdf 14

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