1. Embracing Customer Service in Libraries
Hong Miao, Marywood University
Mia Wang Bassham, Luzerne County Community College
Shanghai International Library Forum
August 2006

2. Embracing Customer Service in Libraries
Customer Service and Libraries
Concept of customer service
Customer service in libraries

3. Embracing Customer Service in Libraries
Features of Customer-oriented Organizations
Source: Albrecht, Karl, and Ron Zemke. Service America in the New Economy. New York: McGraw-Hill, 2002

4. Embracing Customer Service in Libraries
Features of Customer-oriented Organizations
1. Service strategy
A written customer service vision/mission statement
Beliefs and values that guide your library
Your service goals and specific actions
A driving force and a source of inspiration

5. Embracing Customer Service in Libraries
Features of Customer-oriented Organizations
1. Service strategy
2. Customer-driven systems
Abstract procedural systems & physical elements
Should be periodically reviewed for improvement
Get input from your customers

6. Embracing Customer Service in Libraries
Features of Customer-oriented Organizations
1. Service strategy
2. Customer-driven systems
3. Customer-friendly staff
Well-trained
Well-managed
Highly motivated
Competent and caring

7. Embracing Customer Service in Libraries
What Constitutes Good Customer Service?
Reliable
Confident
Empathetic
Responsive

8. Embracing Customer Service in Libraries
Setting up a Customer Service Program
1. Assessing the current customer service condition in your library
Self-assessment
Customer feedback

9. Embracing Customer Service in Libraries
Setting up a Customer Service Program
1. Assessing the current customer service condition in your library
2. Understanding your customers’ requirements and expectations
Employee feedback program
Customer feedback program
Surveys
Focus groups

10. Embracing Customer Service in Libraries
Setting up a Customer Service Program
1. Assessing the current customer service condition in your library
2. Understanding your customers’ requirements and expectations
Creating your customer vision and service policies
Set service standards in your service vision statement
Review and revise your policies based on your customer service mission statement

11. Embracing Customer Service in Libraries
Setting up a Customer Service Program
1. Assessing the current customer service condition in your library
2. Understanding your customers’ requirements and expectations
3. Creating your customer vision and service policies
4. Training the staff
Fostering a service philosophy from top to bottom
Interpersonal skills training

12. Embracing Customer Service in Libraries
Customer Service Guidelines
“Treat customers as you wish to be treated !”

13. Embracing Customer Service in Libraries
Customer Service Guidelines
1. Be approachable and professional at all times
2. Always acknowledge and immediately serve the customer
3. Make the customer the center of your attention
4. Use good listening skills when helping the customer

14. Embracing Customer Service in Libraries
Customer Service Guidelines
5. Communicate in a positive, friendly, and courteous manner
6. Provide accurate answers or referrals
7. Use your best judgment in a particular situation and be flexible
Source: Customer Service 123 by Houston Area Library System

15. Embracing Customer Service in Libraries
Conclusion

16. QUESTIONS?

17. 谢 谢 Thank you!