1. Presented by: Dorothy Hargett – Librarian, Head of Access Services Regent University Library

2.  Common mistakes made when supervising public service providers and offer suggestions for avoiding and overcoming these issues.  We will discuss the importance of establishing clear guidelines and a relevant path of communication.  View and discuss short video clips that provide re-enactments of actual interactions between staff and customers.

4. Anybody who says they don’t need customer service training definitely needs customer service training.

5.  Learning is not attained by chance, it must be sought for with ardor and attended to with diligence. Abigail Adams  This is what learning is. You suddenly understand something you’ve understood all your life, but in a new way. Doris Lessing

6.  Over 50 percent said that customer service was not a high priority.

11. Baby – PRESENTATION IS THE KEY

12. WHAT??

13. ◦ Respect ◦ Communication ◦ Listen

15.  Harvard Business Review(HBR) – study of 20,000 employees say respect is what they want most.  Those that get respect from their leaders reported 56% better health and well-being

16.  No other leader behavior had a bigger effect on employees across the outcomes that were measured. Being treated with respect was more important to employees than recognition and appreciation.

17.  When in doubt ask for clarification  Be specific

18.  Totally confused

19.  Don’t try and fix it or give advice—just listen.  Be attentive and focus on what the person is really saying.

20. Nail in head vide LISTEN

21.  A Gallup poll of more 1 million employed U.S. workers concluded that the No. 1 reason people quit their jobs is a bad boss or immediate supervisor. "People are quitting their bosses not their companies.”

22. He doesn’t know it yet but something needs to change…will you tell him? More importantly how will you tell him?

24. are not spill-proof x Please dispose of these types of containers before entering the library. Thank you

27.  A Cup of Coffee  Cell Phones  Talking Floor  Coffee Shops  Longer hours  New Technology

28.  Reliable  Timely  Excellent  Memorable

30.  Serves the Community  The Patron Returns  Jobs are Saved

35.  “Customers don’t care what you know until they know that you care.” Digital Equipment Company  An unhappy customer remembers the incident for 23 and a half years and talks about it for 18 months. US Office of Consumer Affairs

36.  “When a customer has a bad experience, they tell 10 people. When they have a good experience, they tell two.” unknown

39.  Saying I don’t know, without offering to find a answer  Arguing====It takes two  Being Mr. Knowitall

40.  Be professional/Greeting often begins before the patron reaches the desk.  Acknowledge patrons immediately, even if you can’t help them right away.  Be calm and positive—no matter how angry the patron gets.  The customer isn’t always right but should always be respected

41.  Your Library becomes Patron’s choice  Enhances Security measures  Increases morale and cohesiveness among staff  Your knowledgeable attitude reflects back to patrons

42.  Because this lady just walked away totally confused.

44.  Presentation is the Key!  The RCL EFFECT  Respect  Communicate  Listen  Every Customer is Valuable