Music courtesy of Jamendo Walter Mazzaccaro’s Solo Parole.

Slides:

Advertisements

Similar presentations

Effective Telephone Skills Learning Services Staff Development Workshop.

Advertisements

ENHANCING CUSTOMER SERVICE BY TELEPHONE

On the Telephone! On The Telephone.

CVs & Telephone Skills Top Tips to remember …

Communicating on the Telephone

Telephone Etiquette.

sp3 Service Standards for: In-Person/Telephone/

Telephone Etiquette.

TELEPHONE INTERVIEWS Introduction 3 types of tele Interviews:- a) When you initiate a call to the HR Deptt of a Company and they express an interest in.

Accessibility Awareness Training for Customer Service Representatives © 2014, T-Base Communications Inc. Welcome to Accessibility Awareness Training for.

WRSU Customer Service The Beauty of Change. Foreword It is your responsibility to ensure caller satisfaction with your department.

Customer Service in the Earl K. Long Library. Customer Service Why is Customer Service Important? Good relations with the University community Good relations.

September 27, 2013 Customer Service Exceeding Customer Expectations Food Services Staff.

Proper Etiquette and Behavior Revised By: Ms. Fleming

Customer Service Training. As a student assistant YOU are a REPRESENTATIVE of the University Libraries You may be the first contact a patron makes in.

Interpersonal Communication

Who are we?  Information Technology Services (ITS)  Networking  Software   Help Desk  6 Full-time Analysts  20 student workers/Help Desk.

HOW AND WHEN TO SUMMON HELP FOR A LIBRARY USER Making Good Referrals.

Interview Skills for Nurse Surveyors A skill you already have and use –Example. Talk with friends about something fun You listen You pay attention You.

Provided by the LAUSD Food Services Division

HDI 2015 Conference and Expo Mary L. Cruse Director of IT First American Title Insurance Co. Coaching is.

Telephone Personality & Phone Ettiquette

Common Sense Customer Service All the people we come into contact with during the day are our customers. Customers include students, parents, visitors,

 Turn away from your computer, desk, or other work  Have a pen and paper nearby  Answer the calls promptly, by the second or third ring  Smile as.

By : Lise Cormier Boudreau. Introduction Do you have a job ? Did you have to do a job interview to get employment ? Do job interviews, or the idea of.

By: Masilang, Rosen M.. Telephone etiquette refers to a set of rules that apply when people make calls to others or when they are receiving a phone call.

Talking with Kids.

Effective Job Interviews Talgat Salikhov. Objectives By the end of the session students should be able to understand: –the importance of interview preparation.

 1. List the 4 types of personal style and name two people in your life that fit in each style.  2. What characteristics do these people have that put.

At Your Service. At your Service We all can spot great customer service when we see it, but do you follow the proper steps to provide excellent customer.

ACCESS SERVICES TRAINING SESSION I JULIE LEUZINGER RESEARCH AND INSTRUCTIONAL SERVICES WEDNESDAY, MARCH 28, 2012 The Reference Interview & Referrals.

Telephone Etiquette Michael Clark.

3/11/14. Hmm….lets try by asking some people…? How to take on the world….?

Kathleen Smith, Projects Librarian Kelley Worman, Metro Libraries Supervisor Fresno County Public Library People First! FCPL Gets High Marks for Extraordinary.

Who Is the Ideal Employee? Candidates who: Have good communication skills Are honest and have integrity Are team players Have a strong work ethic Are.

Welcome! Living the Golden Rule; Providing Excellent “CUSTO-HUMAN” SERVICE.

What do you think of these?. Walk across the room and say HELLO to 10 people in 10 different ways.

The Reference Interview Ione Hooper LIS 503 Fall 2003.

0 Everything Matters - Service: Staff Behavior Expectations 1.Effectively communicate in all interactions with patients, internal customers, and colleagues.

How to Put the “Courtesy” Back in Customer Service.

How to Make a friend By Alexa. Introduction If you want to learn how to make friends Follow these instructions. And, make sure you read my how to.

What is empathy ? (call on a few students to brainstorm the definition of empathy)

Interpersonal Communication. Social and Professional Interpersonal Situations Making introductions Making requests Asking and answering questions Speaking.

Interview Preparation Congratulations on gaining an interview. It is now up to you to make sure you are the one person that gets the job. The secret of.

JOB INTERVIEWS Mr. Cowan Futures Forum FHCI. PREPARING FOR A JOB INTERVIEW  The job interview is a crucial part of your job search because it’s an opportunity.

Public Services…Some Specific Issues. OK… To begin with… T There are different kinds of requests… T.

JOBTALKS CAREER FAIR PREPARATIONS Indiana University Kelley School of Business C. Randall Powell, Ph.D Contents used in this presentation are adapted from.

Customer Service Corporate Training Professional Online Training Courses.

Interpersonal Communication. Introduction Interpersonal communications means "showing appropriate ways to exchange your ideas and needs."

TELEPHONE ETIQUETTE.

Internal Customer Service Basics A guide to effective internal customer service.

Office Ettiquette Conduct yourself respectfully And courteously in the office Or workplace.

Mock Interview. Why we’re here BP Schools Link – Mock Interview BP recruits graduates so the company has lots of experience of resumes, interviews and.

Phone Etiquette Let them hear the smile!. Our Main Goal Make a positive impression! Customer Satisfaction.

TRAINTHEM THE INTERVIEW. WHAT IS AN INTERVIEW? THE INTERVIEW THE INTERVIEW IS YOUR FIRST SALE.

How do you provide good customer service to people who are blind or vision impaired?

The Official Guide to Hairdressing and Barbering Level 2 NVQ, , © Cengage Learning 2013 Salon reception duties Chapter 4 Reception.

MRS. CURRY LECTURE NOTES CH. 8 INTERPERSONAL SKILLS.

By Gabriel Benavides And Jeremy Symes. WELCOME! We thank you for attending our program!  Today we will be covering: Values of customer service. Understanding.

Cervion Systems Customer Service Customer Service Overview.

Please feel free to chat until the seminar begins at the top of the hour!

Sawatdee khrab Ajarn Darika! Hello, Thongmee. What are you up to?

Reference Interview Skills for Student Workers. What is a reference interview? “[a] Conversation between a member of the library reference staff and a.

AREA REP SUPPORT SKILLS B. This training follows Skill Building A Area Reps will continue with advanced trainings Area Reps will join monthly support.

PRESENTER: MS. CRYSTAL WATSON DATE: OCTOBER 4, 2014 Preparing for a Successful Job Interview.

BY BONDARENKO SVETLANA 9-A THE HOTEL RECEPTIONIST.

The Sales Process Seven Steps of Selling.

TELEPHONIC SKILLS.

CUSTOMER SERVICE DONE RIGHT!

Presentation transcript:

Music courtesy of Jamendo Walter Mazzaccaro’s Solo Parole

Agenda Your role in the Library You provide a valuable service

Introduction Student assistants are first contact Customer service is a staff competency Employees are expected to meet standards

Objectives By the end of this presentation, you will be able to: Discuss role library student assistants play List principles of excellent customer service

Excellent Customer Service means… Being Approachable Friendly Greeting Eye Contact Smile 5

The student assistant greets the approaching patron with a smile and inquires, “May I help you?” He looks the patron in the eyes. This shows readiness to help the patron. Scenario 1 Hi! I need help. Certainly! How may I help you?

Excellent Customer Service means… Using Proper Desk Etiquette Don’t interrupt Listen Speak clearly 7

The student assistant shows interest in the patron, and acknowledges his presence. Scenario 2 Good morning!

Excellent Customer Service means… Getting the Facts Ask open-ended questions – Who, What, When, Where, How 9

The student assistant gets the facts by asking the patron to elaborate or clarify her request. Scenario 3 I can help you. What are you searching for? I need help finding information.

Excellent Customer Service means… Being Willing to be Mobile Demonstrate how to… Show patrons where to find… 11

Sometimes it may be necessary to physically show a patron how to print or scan an article. You may need to leave the Desk sometimes to show patrons where to find resources. Scenario 4 Let me show you how to scan this article.

Excellent Customer Service means … Following Up Make sure patrons’ needs are met Ask them 13

Following up is always good practice. It helps to ensure that patrons’ needs are met. Scenario 5 Did you find what you were looking for?

Summary Excellent Customer Service Being Approachable Getting the Facts Using Proper Desk Etiquette Being Willing to be Mobile Following Up 15

Test Yourself Question 1 of 2 Great! Continue… List 3 ways to demonstrate approachability. Click here to see the answer.

Excellent Customer Service means… Being Approachable Friendly Greeting Eye Contact Smile 17

Test Yourself Question 2 of 2 You’re done. Congratulations! How to know if patron’s need’s met? Click here to see the answer.

Excellent Customer Service means … Following Up Make sure patrons’ needs are met Ask them 19

Conclusion In this presentation, we discussed: Importance of customer service What is expected of you Role you play ensuring quality service Next steps: Practice customer service principles 20

Contact Information Please get in touch with me if you have questions. Judith Roberts Library Human Resources Office George A. Smathers Libraries Gainesville, Florida

Recommended Readings American Library Association’s Top 10 Customer Service Skills library-staff/ Embracing Customer Service in the Libraries 22

23 The End