This PowerPoint is adapted for South Brunswick Public Library in-house staff training from the Customer Services Training at Trump Taj Mahal on June 19, 2008 organized by New Jersey State Library.

1. Customer Service
Acknowledge, Connect, Thank.
Three simple steps to great customer
service.
Adapted from Customer Services Training at Trump Taj Mahal on June 19, 2008 organized by
New Jersey State Library for South Brunswick Public Library In-House Staff Training
Susanna Chan
Head of Children’s Services
South Brunswick Public Library July 2008

2. Customer Services Statistics
• Only 4% of dissatisfied customers
actually complain
• Dissatisfied customers will tell 10 to 20
others
• Happy customers will tell 3 to 5 others
• It costs 5 to 6 times more to attract a new
customer

3. Who are our Competitors?
•Internet
•Book stores
•Other libraries in the area

4. Why do Customers leave?
• 82% are upset with the
treatment they received
• 14% are dissatisfied with the
service
• 4% move away

5. Customer Service Standards
•A cknowledge
•C onnect
•T hank A C
T

6. Customer Service Standards
A cknowledge A C
• Smile
• Eye contact T
• Be pro-active
• Professional appearance
• Friendly verbal greeting

7. Customer Service Standards
C onnect A C
• Use names
• Give information T
• Solve problems
• Check for satisfaction
• Listen

8. Customer Service Standards
T hank A C
• Invite to return
• Express appreciation T
• Share information
• Fond farewell

9. In Case of Difficult Customers
• All you need to do is L.A.U.G.H. !
• L isten
• A pologize
• U nderstand
• G ive
• H elp

10. In Case of Difficult Customers
L isten
•Listen to customers’ complain
A pologize
•Apologize that they are upset, don’t take it personally
U nderstand
•Understand customers’ concern and acknowledge their
suggestions
G ive
•Give them options for their situations
H elp
•Help customers to find a solution

11. Observations and Reflections
For Supervisors:
• Consider leadership as a privilege,
an honor to serve
• Remember the importance of
teamwork, and make people feel
good
• Be a role model – Follow through
with your own actions
• Hire for attitude and train for skills
• Look for good behavior attributes
such as trust, humility, commitment,
caring, passion for service etc.

12. Observations and Reflections
For Everyone:
• Don’t let personal emotion
interfere with your work
• Always keep a smile
• Keep your promise
• Care
• Respect all employees and
customers
• Give thanks to be able to
serve your customers

13. What’s in it for Me?
• Job security
• Job satisfaction and feeling good
• Problem solving, and seeing results
• Life is easier
• Set an example
• Get to connect with people in the
community
• Leave an imprint on other people’s
life
• Make a difference
• Lifetime learning
• Positive feedbacks

14. Thank you!