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The Golden Rule of Customer Service Excellence
- 2. At one point or another during a day, we all are “customers” somewhere or someplace. We all know what Good Service ‘looks’ and ‘feels’ like. And, unfortunately, we all know what bad service ‘looks’ and ‘feels’ like.
- 3. Now think about this… Our customers are not an interruption of our work. They are the reason for our work.
- 4. Here’s another one… The Golden Rule: Treat others as you would like to be treated.
- 5. Last one… Be kind…one to another.
- 6. The Nordstrom Way to Customer Service Excellence Authors: Robert Spector Patrick D. McCarthy
- 7. At Nordstrom customer service is the number one priority. Period!
- 11. Customers want to be taken care of and do business with people that will help them and make life easier for them.
- 12. “When Nordstrom considers how it can improve service and results, it asks itself one question: ‘What would the customer want?’ ”
- 13. Everything Nordstrom does, every aspect of its business is seen through the lens of the customer, with the goal of improving the experience that a customer has with Nordstrom.
- 14. A few more thoughts… Create a culture of excellence in customer service. Consistency … always with customer service. Employees must be committed to excellence in customer service for the long haul.
- 15. An interesting anecdote from Nordstrom’s Annual Report to Shareholders…the report ALWAYS opens with: Dear Customers, Employees, and Shareholders
- 16. In our libraries we can teach staff to: Choose words wisely…they have a great impact Smile, be friendly Listen carefully Put yourself in patron’s shoes Encourage staff to have a good attitude Try to make connections with patrons Train staff in how to deal with difficult people
- 17. We are here to serve the public, our patrons. They are the reason for our work. In conclusion we must all remember
- 18. Resources “Brushing up on Patron-Service Skills,” Working Knowledge, by Elisa F. Topper, (November 2005) The Nordstrom Way to Customer Service Excellence: A Handbook for Implementing Great Service in Your Organization by Robert Spector and Patrick D. McCarthy (Wiley, 2005). Think & Do: Cultivating Customer Relationships training materials at www.thinkanddo.us
Editor's Notes
- Think about this for a few moments…let this sink in. Picture in your mind what good service looks and feels like. This could be at the grocery story, a shop at the mall, etc. And now picture a time when you have experienced bad service…how does that look and how does that feel. Bad customer service is not a pretty picture and usually leaves us feeling angry, mad, we may have a lot of different emotions. We definitely do not want any of our customers feeling this way…EVER!
- Read this over a few times and let this sink in. What does this mean to you?
- This is a saying that many of us have heard since childhood. But think about it again now….as it relates to your work in a library … and think about your customers… your patrons.
- Again…think about this statement as it relates to working in a library and serving customers…patrons. It’s amazing how one small show of kindness to a person can change their whole outlook or their whole day. That’s a pretty awesome responsibility that we all have to one another.
- I would like to use this book as a starting place in our discussion about customer service. “This is a book about creating a corporate culture that encourages and motivates employees to consistently deliver a superior customer service experience for their customers.” I think we can learn a lot from Nordstrom’s philosophy and apply it to our library world… inside our physical libraries, outside our physical libraries, and our presence on our library websites.
- As we go through the next several slides, please think about how we can apply this philosophy to customer service in and outside of our libraries.
- The Nordstrom philosophy is to Always put the customer at the center of what they do. As librarians do we do this or think this way?
- Do we each do this as librarians?
- Again, this is part of the Nordstrom philosophy. ** Share anecdote: “Change the Story” I used to attend some summer workshops put on by Barbara Pederson, Education. She used this philosophy. For example, if someone is passing and speeding by you on the road while driving, perhaps it’s an emergency they are hurrying to. She even suggested, perhaps they really have to use the bathroom. Her philosophy was to Change the story.
- When we stop and think about these statements and Nordstrom’s philosophy these are things we ALL want when we are on the receiving end as a customer. We all want things to be easier, not harder.
- In our libraries, as we think about how we can improve our service to customers, we need to ask ourselves this same question: What would the customer want? …. Again, though, within reason! ;)
- These are a few more thoughts from the Nordstrom Philosophy.
- Notice where “customer” is in the salutation! Customer service as priority number one is pervasive throughout their business and culture.