LIST 1105 August 23, 2006 Amy Moore & Lora Mirza Customer Service LIST 1105 August 23, 2006 Amy Moore & Lora Mirza

What are some definitions of good customer service? Good customer service is all about bringing the customer back Helping people spend their time, effort, and money efficiently Positive way of relating to people that lets them know that you care about them and their actions Giving customers what they want

What can we do to provide better customer service? Listen Be reliable Train staff to be helpful, courteous, & knowledgeable Take the extra step Customers come first Ask how you can assist Provide information in a pleasant manner Ask if there is anything else you can do

Customer Service and Libraries Is it important for library staff to provide good customer service? Why?

Arizona State University Libraries Arizona State University Libraries. "Customer Service Tutorial on the Web for ASU Libraries Staff and Student Assistants." “….the private sector has entered the information and research field that once was thought to be domain strictly reserved for university and public libraries, and they are making a profit from it. Customers may prefer the speed, ease of access, personal attention, convenience, or simply the lack of hassle that they perceive to be available through the private sector. The paying of fees for the private sector’s services does not appear to deter many customers.”

Koontz, Christie. Customer-based Marketing Koontz, Christie. Customer-based Marketing. "Stores and Libraries: Both Serve Customers!" Marketing Library Services, Vol. 16, No.1 Jan/Feb 2002. “While we do not envision library customers pulling out their wallets at the front desk, they are still expending a valuable resource – time. The time we ask people to spend waiting for access, staff assistance, material orders, and so on may be too high of a price. We have to know for sure that we are offering them better value than our competitors are”.

What is unique to libraries? Being competitive means studying the competition, adapting the good ideas for use in the library, while preserving the best of the library’s service traditions. Providing great service that keeps customers satisfied is one strategy that will allow libraries to compete successfully with the many alternative sources of information and entertainment.

Who are our customers? Preschoolers Children Young Adults College students Homeschoolers Adults Elderly Businesses Ethnic populations Disadvantaged populations

What are their needs? Interests and hobbies Occupational information Education Cultural Diversity Technology skills

Each individual is unique Identify customer groups and develop services to meet the needs of those groups, but keep in mind that each customer is an individual who deserves courteous treatment.

What do our library patrons want? Performance Availability Ease of use Reliability Responsiveness Assurance Empathy

Golden rule of public service Treat others the way you want to be treated! This means putting yourself in the customer’s place. The golden rule should be applied to all library customers as well as your co-workers.

Frontline Public Services Be visible and professional at all times Be approachable Keep food and drink away from public service areas

Frontline Public Service Always acknowledge and immediately serve the customer Never ignore a customer Eliminate distractions such as library staff talking in public areas Use private offices and work areas away from the public to talk with co-workers

Frontline Public Service Make the customer the center of your attention Smile Make eye contact Use positive body language such as nodding and leaning forward

Frontline Public Service Use good listening skills when helping a customer Pay full attention to the customer Ask questions and repeat to make sure you understand what the customer wants Avoid defensive listening (thinking about what you want to say next)

Frontline Public Service Communicate in a positive, friendly, and courteous manner. Avoid library jargon Be knowledgeable and confident about library services Leave customers with a positive, professional image

Frontline Public Services Provide accurate answers or referrals Be sure you have the right question and give the right answer If you can not help the customer, try to refer him to someone who can Call ahead if necessary so that you don’t misdirect a customer

Frontline Public Service Use your best judgment in a particular situation and be flexible Give alternative solutions instead of saying no Tell customers what you can do, not what you can’t do

Be visible, acknowledge and focus on the customer, listen carefully, be positive, be accurate, and be flexible!

Difficult Situations Non-verbal barriers to communication Patron’s discomfort with libraries Language, cultural, or educational differences Physical or emotional problems People in a hurry or distracted

Difficult Situations Physical Barriers Is the library hard to find? Is there enough parking? Are public areas welcoming? Are there well placed signs?

How do we handle difficult situations? Remain calm and be empathetic Try to show respect Don’t be judgmental Make sure you understand what is being said Repeat the request if necessary Avoid overreacting Offer a choice of actions or alternatives Avoid sarcasm and personal remarks

Be aware of techniques for coping in a crisis situation Be aware of techniques for coping in a crisis situation. Be calm, empathetic, and respectful of personal space. Set limits, ignore outrageous statements, and let the customer vent. Request help and give support to co-workers, as needed.

Final thoughts……. Do what you do so well that they will want to see it again and bring their friends. WALT DISNEY