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

2. 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

3. 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

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

5. 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.”

6. 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”.

7. 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.

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

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

10. 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.

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

12. 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.

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

14. 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

15. 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

16. 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)

17. 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

18. 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

19. 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

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

21. 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

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

23. 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

24. 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.

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