Customer Service Success : Assisting Library Patrons with Technology
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How to talk to patrons about library eResources and technology.
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Customer Service Success : Assisting Library Patrons with Technology
- 1. Customer Service Success Assisting Patrons with Technology
- 2. The SOLS Competencies Index • The index has been compiled as a staff development tool for Ontario public libraries. • Competencies are the skills, abilities and knowledge necessary for successful individual job performance and the successful achievement of organizational outcomes. www.sols.org
- 3. Customer Service Competency #1 Provides assistance to library users in a manner that is warm, welcoming, and respectful. – Conveys a willingness to help that puts customers at ease. • People go the library for help because they see it as a safe place; they trust the staff; we aren’t trying to sell them anything.
- 4. Customer Service Competency #1 – Listens carefully to understand the customer’s request and the context for that request. • Ask questions to find out what they are really asking and their level of tech experience: – What device are you using? – What are you wanting to do? – How far did you get? – Have you used eBooks before? – Are you familiar with the Library website? – Do you know about OverDrive Help? – Do you have access to a computer? (if using a tablet)
- 5. Customer Service Competency #1 – Empathizes with the customer and withholds judgement, regardless of the nature of the request. • Adjust your explanation to meet their level of understanding and experience. • Do not make a customer feel inadequate or be dismissive by saying “oh that’s easy”. • Think of the customer as one of your family members. How would you want someone to treat your parent/grandparent if they asked for help?
- 6. Customer Service Competency #2 Pro-actively pursues opportunities to assist library users, anticipating needs and exceeding expectations. – Understands barriers to using the library and tries to assist in ways that minimize barriers. • Remember that you are dealing with a variety of literacy levels (be that print or digital literacy), so don’t assume anything. • Offer a variety of help options (not just print, or not just digital) in addition to hands on help.
- 7. Customer Service Competency #2 – Engages in conversation with co-workers in order to better understand library use patterns and customer needs. • Don’t reinvent the wheel! Send an email to your co-workers in other branches to see if they have encountered the same issue recently. • Share solutions. Email your co-workers to let them know about an issue and how you solved it. They may encounter the same issue next week.
- 8. Customer Service Competency #2 Exceeds customer expectations by going above and beyond. Sound familiar?
- 9. Customer Service Competency #3 Demonstrates comfort in assisting library users with disabilities and accommodating special needs. – Assists people in using the library’s adaptive and assistive technology. • Those with visual impairments rely on audiobooks and online reader software. Be prepared to assist customers with special needs who want to use our online resources.
- 10. Customer Service Competency #4 Demonstrates a good working knowledge of the full range of programs and services offered by the library. – Stays current with new/changing programs and services by reading internal (and external) publications and frequently checking the library’s website. • Subscribe to blogs or follow relevant Twitter accounts to keep up with new trends, releases, etc. (OverDrive has a blog and Twitter account) • If you find out something new that affects the library, send an email to your co-workers and share the knowledge.
- 11. Customer Service Competency #5 Demonstrates comfort in assisting users with the library’s public access technology, peripherals, devices, and networks. – Explains to users how to connect to the library’s wireless network. • Most devices work similarly. Not sure? Google it.
- 12. Customer Service Competency #5 – Understands how to assist users with their portable devices and web-based storage options. • Bookmark in your browser the user guides for the most common devices so you can just look up how to do something on a device you’ve never used personally.
- 13. Customer Service Competency #6 Applies effective techniques to address difficult situations with library users. – Maintains a calm, professional manner in difficult situations and applies effective communication techniques. • Tech can make people cranky. Remain calm and reassuring. Say something like, “we’ll get this figured out”. • Even if you can’t find the answer, give them some suggestions to get them started and a way to follow up with you.
- 15. Questions?
Editor's Notes
- Some customers can be too embarrassed to ask for help or admit that they don’t know how eBooks work. If we’re approachable, we’ll help them overcome this. They come to the library for help because they see it as a safe place, they can trust the staff, we aren’t trying to sell them anything, and they aren’t paying for our time (as they would with on-call tech help services). Some customers will only ask once, and if they feel dismissed or that they’ve annoyed the staff then they may never ask again and therefore miss out on a something they would have otherwise tried.
- Basically you want to conduct a reference interview for tech. You want to ask questions to find out what it is they are really asking. What device are you using? You may already know because they have it with them, but they may have a Kobo and it isn’t obvious which version it is. Some customers won’t know what kind of Kobo they have so a good follow up question is, does it use apps? Do you have to plug it into the computer to transfer books to it? Can you do other things with it like check your email? What are you wanting to do? Sometimes you start helping before you really know what it is they are trying to do. Also, a patron may not now how to ask for what they want or get across what they are having trouble with. Get as much info as you can on what they want to accomplish before wasting time telling them how to do something they never really wanted to do. How far did you get? This will tell you a lot about what they may already know about library eBooks or about their device in general. If I ask someone how far they got in the process of downloading an eBook to an iPad and they tell me they opened Safari and tried to sign into their library account, then I know they probably don’t have the OverDrive app. I do know that they know how to search the web on the device. Have you used eBooks before? This doesn’t necessarily mean library eBooks but will give you an indication as to whether they understand how eBooks work or how files are transferred, etc. Are you familiar with the library website? This is helpful because you may have to direct them to parts of the website or they may need to go back to the library website later and find more info. If they aren’t familiar with the website, taking a minute to point out some relevant spots will set them up to help themselves better with future questions or issues. Are you familiar with OverDrive Help? This is also helpful because the patron can use this to troubleshoot any problems or issues the encounter in future. Do you have access to a computer? Some people do not, so don’t assume that they are going to take the handout and solve all of their own problems by looking them up online. Some people who have a tablet do not also have a computer, so telling them they can print something out at home, etc. isn’t helpful for them.
- We already do this when we assist customers with print material, so we should do the same for tech requests. In my experience, seniors were frequently saying things like, “I’m stupid when it comes to technology”, or “You must think I’m stupid because I can’t figure this out”. They were anticipating that I would judge them or they are afraid to look dumb. Empathizing helps to put them at ease. I would say things like “We all have to start somewhere” to let them know that I’m not judging them and I understand what it’s like to learn something new. One senior complained to me because he went for help at a local tech lab that offered free assistance and the guy there said to him “oh this is easy” – this comment made the senior feel stupid and he never went back there for help. It’s important not to dismiss something as easy just because it is for you, if it were easy for the patron they would not come to you for help.
- Remember that you are dealing with a variety of literacy levels (be that print or digital literacy), so don’t assume anything. Don’t just give the person a handout with tiny print on it and leave it at that. Offer a variety of help options so the person can choose the one that has the fewest barriers.
- Engages in conversation with co-workers in order to better understand library use patterns and customer needs. Talk to your co-workers – don’t reinvent the wheel! If you can’t find the answer easily, see if someone else has encountered the same problem. You may discover that a number of the same issues keep coming up and there isn’t an easy solution, but at least you’re prepared for the next time and can tell the customer that you are aware of the issue and are awaiting a solution. Much better than saying “I’ve never heard of that before” or “I’m not sure what that’s about” If you find the answer to an issue and you think others might encounter it, send out an email letting your co-workers know what happened and how you solved it. Super helpful for those who may encounter the same thing next week.
- We’ve probably all done this with a reference or research request. Let’s do the same with tech help requests.
- Those with visual impairment rely on audiobooks and online reader software. Our eResources fall into the category of adaptive and assistive technology. Be prepared to assist someone with special needs who want to use these resources. Don’t just hand them a print handout and send them on their way.
- Keeping current is an ongoing endeavor and is an issue with every library and for all library staff everywhere I’ve worked. We don’t do reader’s advisory by reading all the books in the library – but we have tools we can use to help us recommend something. Can subscribe to the OverDrive blog for updates specific to that resource. Sends out one email a day. Letting others know what you’ve learned – this will lead to better service for everyone. Ask your co-workers! We should know something about all the items on the menu.
- Seriously, Google it! Be prepared to explain it to someone. Know the name of the Wi-Fi network. Look for the settings app or the Wi-Fi icon on a laptop.
- Bookmark in your browser the most commonly encountered devices. Most of them work similarly but you always get one you’ve never seen before. Most people do not have the user guide for their device. They are no longer included in the package and they are directed to the online PDF. This is a problem for people who are not tech savvy or do not have a computer at home and only use their device. TIME MANAGEMENT – with so much demand for tech help, staff need to prioritize where they spend time. Priority should be given to resources the library offers (our menu) – you have to make time for that whether it’s in the moment or an appointment later on. If there is time and you think you can help, then you can help someone set up a Facebook account. Helping patrons at the public internet computers is limited to something you can attend to in a few minutes. Basics like helping someone print or scan something is a priority. Good news! CAP students coming soon who can help with as much tech troubleshooting as they can. You should always be finding a way to get people access to our services and resources –whatever type of resources or service they may be.
- Letting people know that you’re going to do everything you can to figure out the issue will help calm a situation. Do not use language that is defeatist or is setting them up for disappointment like “I’m not sure I know anything about this” or “Hmmm, this doesn’t look good” – that type of language will just inflame an already frustrated person. If you can’t spend time with them at that very moment then let them know that – but offer another time to help or an alternative. See if they can come back later when you know you can spare 10 minutes, or make an appt. for later in the week. Be honest, you don’t know the solution off hand, but want to look into it and get back to them. Write down the issue, their name and phone number. If they are in a hurry and don’t want to come back – the least you can do is direct them to a website that may have the answer (i.e. OverDrive Help)
- Take every opportunity to teach someone how to do something – you’ll retain is better and you’ll probably learn something new in the process.