1. CUSTOMER SERVICE IN THE LIBRARY Seti Keshmiripour Emily Peebles UNT Libraries – Access Services December 2014

2. WHAT IS CUSTOMER SERVICE?  Customer service is providing service to library patrons by librarians, staff, and student employees  Understanding patrons’ needs  Assisting patrons  Satisfying their expectations  Who can be a patron?  External – Students, Staff, Faculty, & Community members  Internal – Library employees CUSTOMER SERVICE IN THE LIBRARY / 2

3. THE IMPORTANCE OF CUSTOMER SERVICE  Improves patron satisfaction  Increases usage and retention  Ensures reliability, consistency, and accuracy  Opening and closing on time  Consistency in implementing policies and procedures  Providing correct information CUSTOMER SERVICE IN THE LIBRARY / 3 http://hiettinsurance.com/customer-service/

4. CUSTOMER SATISFACTION Long Lasting Negative Impression Poor Quality Service CUSTOMER SERVICE IN THE LIBRARY / 4 Long Lasting Positive Impression Good Quality Service VS. Attitudes Leave Impressions

5. EXCELLENT CUSTOMER SERVICE  Going above and beyond to exceed patrons’ expectations  Being empathetic, caring, and attentive  Providing high quality service in a timely manner  Having extensive knowledge of ALL library services CUSTOMER SERVICE IN THE LIBRARY / 5

6. SERVICE DESK ETIQUETTE  Appearance  Dress code  Approachability  Positive attitude  Smile & eye contact  Greeting  Communication  Tone of voice  Word choice  Managing difficult situations CUSTOMER SERVICE IN THE LIBRARY / 6 http://www.aaepa.com/2014/04/5-email-marketing-etiquette-tips/

7. APPEARANCE  Dress code  Professional and appropriate  No revealing clothing  No hats, flip flops, or bare feet  No clothing with offensive slogans  No gym clothes or pajama pants  Keep the service desk neat, clean, and organized  No food, drinks, or cell phones CUSTOMER SERVICE IN THE LIBRARY / 7 http://dmc.darlington.k12.sc.us/dcsddyn/news/index.php?id=640

8. APPROACHABILITY  Maintain a positive and enthusiastic attitude  Make eye contact  No social media or homework  Smile  Make patrons feel welcome  Keep staff conversations to a minimum  Greet patrons with conversation starters  How may I help you today?  Did you find what you were looking for? CUSTOMER SERVICE IN THE LIBRARY / 8 http://wisniowasowa.blog.pl/

9. COMMUNICATION  Listen carefully  All questions are relevant  Respect patrons  Tone of voice  Speak clearly and politely  Do not respond sarcastically  Do not speak loudly CUSTOMER SERVICE IN THE LIBRARY / 9

10. COMMUNICATION CONT’D  Word choice  Thank patrons for their questions and feedback  Explain library policies and procedures  Do not say “you have to” or “you need to”  Instead of saying “I don’t know,” refer patron to someone who has the information  Do not use library jargon  Ask if you can help with anything else  Respond to their “thank you” with  You’re welcome  My pleasure  That’s why we’re here  Anytime CUSTOMER SERVICE IN THE LIBRARY / 10

11. DIFFICULT SITUATIONS  Listen carefully  Empathize with the patron  Maintain a calm demeanor  Explain why there is a problem and how you are going to fix it  Excuse yourself politely if a patron is talking too long  Learn from your challenging experiences  Don’t hesitate to ask for a full timer’s help CUSTOMER SERVICE IN THE LIBRARY / 11 http://imgkid.com/unhappy-customer-cartoon.shtml

12. ADA COMPLIANCE Do Listen carefully to their desired needs Exercise patience and understanding Know the location and use of special equipment Do Not Assume you know their disability—many disabilities are not visible Touch service animals or equipment without permission Hesitate to ask a full timer if you are unsure of what to do CUSTOMER SERVICE IN THE LIBRARY / 12 When Interacting with Patrons with Disabilities

13. ANSWERING THE PHONE  Let the patron know the department they’ve reached, who they are talking to, and then offer assistance  “UNT libraries, this is [name]. How may I help you?”  Maintain a positive and professional tone of voice  Explain what you’re doing while you’re doing it  Exercise patience  Don’t hang up if the connection is bad  “Sorry, I can’t hear you very well. Will you please call us back?”  End the phone call by asking if they need any more assistance CUSTOMER SERVICE IN THE LIBRARY / 13 http://www.iconsdb.com/black-icons/phone-47-icon.html

14. RESPONDING VIA EMAIL  Start with greeting the patron  Use gender neutral greetings  “Dear Patron” or “Dear [Patron’s Name]”  Thank patrons for their comments or questions  Use polite, objective, and professional language  Give step-by-step instructions (include screen shots)  Provide links to mentioned services  Assure patrons that they can contact you with any other questions  Proofread CUSTOMER SERVICE IN THE LIBRARY / 14 http://www.goodmessages.info/ios-message-icon/

15. CONCLUDING REMARKS  By providing equal services, every patron feels valued  Advances patrons’ education and learning  Decreases library anxiety  Increases student retention  Improves patrons’ opinions of libraries  Boosts library values  Enhances library and university reputation CUSTOMER SERVICE IN THE LIBRARY / 15

16. REFERENCES Bayer, J. & Llewellyn, S. (2011). The customer comes first: Implementing a customer service program at the university of Minnesota, twin cities libraries. Journal of Access Services, 8(4), 157-189. doi:10.1080/15367967.2011.593419 Florida Library Webinars. (2014, August 4). Think & do improving customer relationships: Customer service at the library, Cultivating loyal library customers [Video file]. Retrieved from https://www.youtube.com/watch?v=tDe4G8XNgYUhttps://www.youtube.com/watch?v=tDe4G8XNgYU Hasty, D. F. (2004). Applying fourth generation management to access services: Reinventing customer service and process management. Journal of Access Services, 2(3), 21-42. doi:10.1300/J204v02n03_03 Hernon, P. & Whitman, J. R. (2001). Delivering satisfaction and service quality: A customer-based approach for libraries. Chicago: American Library Association. Ontario Education Services Corporation. Tips on serving customers with disabilities [PDF document]. Retrieved from http://www.alcdsb.on.ca/aboutus/pdf/accessibility/accessibilitytipbooklet.pdf http://www.alcdsb.on.ca/aboutus/pdf/accessibility/accessibilitytipbooklet.pdf Soete, G. J. (1998). Customer service programs in ARL libraries: A SPEC kit. Washington, DC: Association of Research Libraries, Office of Leadership and Management Services. Weingand, D. E. (1997). Customer service excellence: A concise guide for librarians. Chicago: American Library Association. CUSTOMER SERVICE IN THE LIBRARY / 16

17. CONTACT INFORMATION CUSTOMER SERVICE IN THE LIBRARY / 17 SETI KESHMIRIPOUR Service Desk Specialist – Access Services Setareh.Keshmiripour@unt.edu EMILY PEEBLES Graduate Library Assistant – Access Services Emily.Peebles@unt.edu