This presentation was used for the Seminar workshop of the Quezon City Library Consortium which discusses the importance of Quality Costumer Service for Libraries

1. Quezon City Library Consortium
Seminar Workshop
“Hip for Hip”
Pearl Manila Hotel
October 4, 2018
8am-11am

2. High Impact Practices for
Holistic Information Professionals

3. Appropriate Personal Skills for
Quality Customer Service
Juan Martin Guasch

4. • TQM
• SERVICE QUALITY(SERVIQUAL)
• Service Industry
• Skills for Guest Services

5. Total Quality Management
• A process of managing quality, it must be
continuous way of life. A philosophy of
perpetual improvement of everything we do
(International Organization for Standardization)

6. My Father, Vicente Guasch

7. Time is Gold!
Do not burn your
bridges!

8. Quality and Quantity
Effective and Efficient
• Quality = attribute or characteristic of a thing
• Quantity = it must be measurable
• Effective = achieving the desired outcome
• Efficient = productive with minimum waste or
effort

9. Aspects of Quality
• Quality of Design
• Quality of Conformance
• Quality of Performance

10. Quality of Design
• Is influenced by several factors:
Product type
Cost
Profit policy
Demand of the product
Availability of the parts and materials
Product reliability

11. Quality of Conformance
• When the product or service meets the
standard requirements of the organization.
This aspect covers
• Defect detection
• Defect root cause analysis
• Defect prevention

12. • Defect detection may be done through
inspection, testing or statistical data analysis
which is collected from process
• Defect root cause analysis are done to create
corrective actions in order to prevent
recurrence of the defect
• Defect prevention deals with the means to
deter the occurrence of defects and is usually
achieved by statistical control processes

13. Quality of Performance
• Is determined when the product or service
meets customer’s expectations. If customer’s
expectations are not met then corrective
actions are done to the design or
conformance stage

14. • We put everything together
• Quality is MEASURABLE
• QUALITY IS QUANTIFIABLE; in terms of its
design, conformance and performance

15. Service Industry

17. Why are customers always
right?

21. Old Library of Trinity College – Oxford
University

22. New Library in Germany

23. Why are customers always right?

24. Guest Services

26. 9 10 15 16
1 Communication skills Clear communication Clear communication Clear communication 4
2 Persuasive speaking skills Persuasion skills 2
3 Problem solving Conflict resolution Ability to admit that you
don’t have all the answer
Goal-oriented focus 4
4 Negotiation Assertiveness Knowledge Knowledge of the product or
service
4
5 Tenacity 1
6 Positive performance Positive attitude Adaptability 3
7 Self-management Depersonalization Thick skin Acting skills 4
8 Self-control Self-control Self-control Ability to handle surprises 4
9 Patience Patience 2
10 Positive language Positive language Positive language 3
11 Empathy Empathy Empathy 3
12 Ability to read customers 1
13 Presentation A sense of humor A calming presence 3
14 There’s always enough time
for great customer service
Listening skills Effective listening 3
15 Attentiveness Attentiveness 2
16 Time management Time management 2
17 Taking responsibility Taking responsibility 2
18 Willingness to improve Willingness to learn 2
19 Closing ability 1

27. Service Quality (ServQual)
• Reliability Credibility
• Responsiveness Security
• Competence Access
• Courtesy Tangible
• Communication
• Understanding the customer

28. Non-conformance to these servqual
will result to the following gaps”
1. Knowledge gap
2. Standards gap
3. Delivery gap
4. Communications gap
5. Satisfaction gap

29. My Mother
Concepcion

30. Sabi ng nanay ko, may
apat na klase ng tao:

31. Maganda ka;
maganda ugali mo;
sagad hanggang langit
ang kagandahan mo

32. Maganda ka;
pangit ugali mo;
pangit ka pa rin

33. Pangit ka;
maganda ugali mo;
pleasing personality
tawag syo

34. Pangit ka na,
pangit pa ugali mo;
aba’y sagad sa buto ang
kapangitan mo,
abot hanggang impierno!

35. Master Oogway

36. Yesterday is history,

37. Tomorrow is a
mystery, but

38. Today is a gift.

39. That is why it is
called the ‘present’.

40. Thank you very much!

41. References
• Total Quality Management, Juan Martin
Guasch

42. References
• https://www.salesforce.com/hub/service/import
ant-customer-service-skills-list/
CUSTOMER SERVICE SKILLS LIST: Your List of the
Most Important Customer Service Skills
(According to Data)
https://www.youthemployment.org.uk/9-great-
customer-service-skills-develop-personal-work-
success/
9 Great Customer Service Skills To Develop For
Personal And Work Success

43. References
• https://www.thebalancecareers.com/top-soft-
skills-for-customer-service-jobs-2063746
Top 10 In-Demand Customer Service Soft Skills
• https://www.helpscout.net/blog/customer-
service-skills/
16 Customer Service Skills that Every Employee
Needs

44. • https://www.livechat100.com/blog/customer-
service-training-games
• https://www.comm100.com/blog/customer-
service-training-activities.html (Four Square)
• https://static1.squarespace.com/static/51a61
5dbe4b0643b1caad822/t/54e3cb6ae4b02a41
58781123/1424214890486/10+Customer+Ser
vice+Exercises.pdf (The Change Challenge/
Unique Perspectives)