Customer-Cetric describes an organization that is operated from its customers' point of view. For example, the organization makes certain it can be easily contacted by its customers.
Perception is the better part of reality.
Focus on being enthusiastic At the start of each day, set a goal to be enthusiastic. Be aware of your energy level during the day. Use it wisely. Pull yourself up when you are feeling down. Take initiative Empower yourself by making your own decisions. Go the extra mile at work and at home.
Choose and use an energy word? Select your own energy word or phrase, such as zest, energy, get going, yes. Any time you feel down, say your energy word to yourself. Use your energy word throughout the day. Tap into energy sources Let other enthusiastic people zap you with energy. Be aware that your energy is contagious. Disconnect from energy drains Avoid negative people — they can drain you. Walk away from discussions that are negative or cynical.
Accept the challenge Know that it is a challenge to exceed customer expectations. Use your enthusiasm to exceed customer expectations. Take pride and satisfaction in creating memorable customer experiences.
1. Maintain an Attitude of Service Excellence! - Speak well of your organization - Respond quickly and cheerfully to all customers - Reprioritize work when customer needs arise
2. Identify Customer Needs! - Ask customers probing questions - Recognize all customer needs and respond with respect - Identify customer needs expressed verbally and non-verbally
3. Use Customer-Friendly Body Language and Words! -Greet all customers with a smile -Use a cheerful and enthusiastic tone of voice… the patron will too! -Practice open and friendly body language and eye contact
4. Practice Excellent Service at Every Patron Contact Point! - Be cheerful at every customer contact point - Keep all customer areas clean and neat - Address problems on the spot before customer become dissatisfied
5. Handle Difficult Patrons with care! -Allow angry Patrons to vent by listening carefully -Use problem solving skills to solve problems before they escalate -Don’t take the anger personally
6. Exceed Expectations! -Anticipate needs and special requests -Act quickly to delight Patrons -Shock them with great service they don’t expect from a public facility
The customer is always right. When in doubt, see Rule One.
The Two Rules of Customer Service DO NOT APPLY IN THESE SITUATIONS: The customer is doing something or wants you to do something that is unsafe, illegal, or unethical. The customer wants something that, in the long run, will interfere with your needs, or those of the customer or your organization, wants work accomplished in a manner or a time frame that will interfere with the quality of the work or the needs of other customers.
By not resolving a complaint immediately and completely, there may also be untold costs from involving other employees and managers. Start with the premise that the customer is always right, then do everything possible (including bending the rules) to make sure the customer is pleased. however…
These two rules are correct ninety-nine percent of the time. Here’s why: It is better to spend or lose some money to keep the patron satisfied. For example, If this were a retail setting we would accept all returns, offer full refunds, pay for damages, and provide free extras to compensate customers for their troubles.
The Two Rules of Customer Service DO NOT APPLY IN THESE SITUATIONS: The customer wants work accomplished in a manner or a time frame that will interfere with the quality of the work or the needs of other customers. Your personal rights would be violated
Greet every customer Every single patron deserves your eye contact. A smile and a hello are even better. Listen Sometimes that’s all they really want. Get (back) to them as soon as possible Whether on the phone, email or in-person.
Restate the problem or question and give it value Not to just make sure you’ve gotten it right, but to validate the customer’s issue. Be empathetic Even if you don’t agree. Provide alternatives to “no” Find a solution or someone who will.
Be aware of non-verbal clues. Body language or facial expression may indicate more than just a simple transaction. Reserve judgment Be a professional representative of our mission: This is the Public’s Library. Follow your gut instinct Find security, a supervisor, or call 911 if there is a crime being committed.
Thank them for using the Library Offer a reason to come back.
The Customer-Centric Library
For employees of the Florence - Lauderdale Public Library October 8, 2010 Presented by Marianne Lenox, Staff & Volunteer Coordinator Huntsville – Madison County Public Library The Customer-Centric Library
“ Perception is the better part of reality .” Napoleon Bonaparte
<ul><li>"Customer service is largely a matter of perception and managing expectations. </li></ul>Perception vs. Reality
<ul><li>"What counts from the company's point of view is that customer expectations are consistently being met.” </li></ul>Perception vs. Reality
<ul><li>"Then, the company can build on that strength, retain its customers and expand its business." </li></ul><ul><ul><li>Krannert School of Management </li></ul></ul>Perception vs. Reality
For more information… <ul><li>For a copy of this presentation </li></ul><ul><li>and speaker notes, please visit: </li></ul><ul><ul><li>http://www.mariannelenox.com/ </li></ul></ul><ul><ul><li>2010/10/customer-centric-library.html </li></ul></ul>