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Customer Service in Action
Beyond the Transaction
Developing a new experiential based service depends on the ability to see
the customer instead of t...
A Culture of “Yes”
● Reinforcing that all people are essentially good
● Empowering staff to make decisions in real-time
● ...
Saying yes in practice…
Policies and rules have been in place
for decades. Having to adjust to a
new way of thinking and d...
Saying yes in practice…
How do you approach an issue when
it starts off negatively or you feel
insulted --- don’t personal...
When no is necessary…
● Put forward options; not barriers
● When behaviour is clearly inappropriate and constant
● Support...
Become a service culture
● Model how you want customers to be treated by
treating staff that same way
● Have the knowledge...
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Hpl customer service in action

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Hpl customer service in action

  1. 1. Customer Service in Action
  2. 2. Beyond the Transaction Developing a new experiential based service depends on the ability to see the customer instead of the transactional activity. The focus is on building a relationship between ourselves and the community rather than seeing our customers as “using the library” –- proactive vs. reactive model of service
  3. 3. A Culture of “Yes” ● Reinforcing that all people are essentially good ● Empowering staff to make decisions in real-time ● Hiring people who like people not necessarily reading ● Emphasize self-care ● Acknowledge & appreciate that dealing with people is hard! ● TRAINING Finding a way to engage...
  4. 4. Saying yes in practice… Policies and rules have been in place for decades. Having to adjust to a new way of thinking and doing is a constant practice. Overcoming the past No proof of address. Provide options for customers in transition Approaching someone who is viewing inappropriate material. What do you do? Stop watching that! Computers are 3 hours a day. A customer needs more time to write a test or complete a resume. Policy is 3 hours. I just need 15 more minutes Claimed return – have a process in place to deal with these and encourage the benefit of the doubt I returned those! An android. You don’t know anything about it. What options are there? Help me with my new phone I am homeless
  5. 5. Saying yes in practice… How do you approach an issue when it starts off negatively or you feel insulted --- don’t personalize the situation or experience “Yo! Your computers suck” Customer wants help printing and the public computers are going to shut down any minute… Customer needs to print an online form quickly. There is a line at the express computers. Rule is that we don’t print from the desk. I just need to do this one thing Creating consistency in the organization is much easier when you become a ‘culture’ of yes The other branch does it for me Fines and fees. Navigating when to waive, when to set limits and what other options are available I’m on ODSP. I can’t pay that Overriding the system to satisfy the customer need at the moment and make arrangements for the future Can I just take these out today? Closing in 5 minutes
  6. 6. When no is necessary… ● Put forward options; not barriers ● When behaviour is clearly inappropriate and constant ● Support staff ● Maintain professionalism and respect at all times
  7. 7. Become a service culture ● Model how you want customers to be treated by treating staff that same way ● Have the knowledge and ability to make referrals to CRW, DISP, COAST ● Focus on positive aspects of the work; laugh at the absurd ● Support staff – hear all sides when dealing with complaints

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