Customer Service and You: What Library Paraprofessionals Need to know Presented by: Anita McCray Chair Library Paraprofessionals Roundtable Associate at Richland Library Cooper And Kristin Amsden Vice Chair Library Paraprofessionals Roundtable Associate at Richland Library Ballentine

Philosophy of Exceptional Customer Service “The philosophy of exceptional customer service infuses service with a distinctive sense of purpose that connects with customers’ lifestyles and self-images, further strengthening their identification with and loyalty to the library.” Harmon, Charles and Michael Messina, eds. Customer Service in Libraries: Best Practices, Maryland: Scarecrow Press, Inc., 2013.

Why is customer service so important?

You represent the entire system to each customer you encounter. YOU are the library You represent the entire system to each customer you encounter.

Each of us are responsible for creating a positive experience for every customer no matter what.

Attitude Makes the Difference “Ability is what you are capable of doing. Motivation determines what you do. Attitude determines how well you do it.” -Lou Holtz

Take personal pride in everything you do: Your appearance Your area Your work Your service Being excellent

*Treat each customer as you would Avoid Apathy Apathy is that I don’t care or It’s not my job or It’s not my problem attitude. Apathy kills business and destroys trust. Customers will be less likely to return if they encounter apathetic employees. *Treat each customer as you would want to be treated*

Best Practices Friendly greeting Open body language Direct eye contact Undivided attention Conversational tone of voice Active listening (probing, clarifying, verifying, paraphrasing) Gracious problem solving

First Impressions By greeting every customer who enters your library you are establishing a positive first impression. People generally formulate their first impressions in the first seven seconds. You have the power to set a positive or negative image in those first few seconds.

Initiate the Interaction Welcome every customer with a genuine smile. This shows you are approachable and ready to assist. Direct eye contact helps to build trust between you and the customer. Use energy and enthusiasm. Re-approach customers to ensure they are finding what they need. Be aware of your surroundings and take note of any customers who appear to need assistance.

On the Phone Over the phone there is no body language to read. According to Dr. Albert Mehrabian, a communications expert from UCLA: -14% of a telephone conversation are the words we say -86% of a telephone conversation is the tone of voice we use

Telephone conversation Best Practices Give a positive greeting. -Put a smile in your voice. Identify your branch/department. Identify yourself. Offer assistance. Before hanging up always ask if there is anything else you can assist them with.

Find a Connection Find ways to connect or relate to your customers to help build lasting relationships. Make an effort to learn something about a customer so you can better connect with them. Treat each customer as though you expect them to be a customer for life.

There is no “one size fits all” formula- every customer and situation is unique.

Exceed Customers Expectations Need to understand what customers expect first. The most effective way of determining what customers want is to simply ask them. - “How can I assist you today?” - “Is there anything else I can do for you?” Never say “I don’t know.” Instead, say “Let me find the answer for you.” Anticipate their needs.

“If service is about the experience, then the experience is about how you make the customer feel.” Loeffler, Bruce. One Minute Service: Keys to Providing Great Service Like Disney World. Sanford: DC Press, 2009.

Always remember… You are there to serve the customers. Without those customers coming in and then wanting to return, our library doors would close. Strive to make each interaction with every customer the absolute best it can be.

Good Resources Customer Service in Libraries Best Practices Edited by Charles Harmon and Michael Messina Customer Service Excellence: A Concise Guide for Librarians by Darlene E. Weingand Training Library Staff and Volunteers to Provide Extraordinary Customer Service by Julie Beth Todaro One Minute Service by Bruce Loeffler The Zappos Experience: 5 Principles to Inspire, Engage, and Wow by Joseph A. Michelli