The document focuses on excellent customer service strategies, emphasizing the importance of communication, respect, and professionalism. It outlines key practices such as active listening, understanding cultural differences, and anticipating customer needs. Additionally, it encourages a positive image and collaborative communication among staff to enhance overall service quality.

1. Excellent Customer Service, One Relationship At A Time Ann Miller Fall 2008

2. Before we begin Time Breaks Handouts Have fun

3. Agenda Introductions Exceeding customer expectations Communication basics Assuming best intentions Using a professional image to command respect

4. Introductions Get a partner Name Title An accomplishment that makes that person proud

5. Values IDEAL Customer Service I Integrity D Dignity E Excellence A Accountability L Leadership

6. Solano County Library Customer Service Exceeds customer expectations Anticipates needs and wants Welcomes interactions Acts as an ambassador

7. Communication Processes

8. Listening: The Key Stop talking Avoid distractions Concentrate on what the other person is saying Look for the “real meaning” Provide feedback to sender

9. Time Money Reputation Relationships Motivators

10. Nonverbal Communication Body language Facial expressions Postures Voice Clothing Touch Un conscious behavior

11. Communicating with New Americans Respect cultural differences Don’t ignore – at least smile Children as translators Library may be new experience

12. Answering the Phone BREATHE then greet caller Department Name Offer your help

13. Meetings Agendas – chair responsible for sending a week before meeting Minutes – distributed to ALL staff via intranet You are responsible for reading minutes of meetings Action items “ Stand-ins” Buddy system for latecomers “ All Staff” meetings are strongly encouraged

14. Professional Image = Respect

15. Exercise Who said what?

16. One skill you learned today

17. They may forget what you said, but they will never forget how you made them feel. -Carl Buechner

18. Photo Credits Mosic: http://www.flickr.com/photos/hurleygurley/37047949/ Spiral: http://www.flickr.com/photos/heypaul/107326157/ Bookshelf: http://www.flickr.com/photos/striatic/729822/ Parking meter: http://www.flickr.com/photos/nahh/2239581489/ Cow on horizon: http://www.flickr.com/photos/pbo31/244473500/ Girl on beach: http://www.flickr.com/photos/mikebaird/2678307443/ Elephants talk: http://www.flickr.com/photos/ginable/325235488/ Anna listens: http://www.flickr.com/photos/49784886@N00/372374016/ Coin stack: http://www.flickr.com/photos/luismimunoznajar/2092407573/ Power Ranger kid: http://www.flickr.com/photos/philscoville/2369151720/ Watermelon smile: http://www.flickr.com/photos/wtlphotos/938615249/ Breathe: http://www.flickr.com/photos/shawnzlea/866110617 Leaf falling: http://www.flickr.com/photos/jessekruger/2945113808/ Square dance: http://www.flickr.com/photos/trialsanderrors/2765519432/ Dog smile: http://www.flickr.com/photos/sookie/167461515/ Lego: http://www.flickr.com/photos/wwworks/2473052504/ Hand holding: http://www.flickr.com/photos/pleeker/205337310/