1. Patron Self-Sufficiency Teaching Patrons How to Fish Presented by Jenny Thurman and Eva Webster

2. What is Patron Self-Sufficiency? “Give someone a fish and you feed them for a day. Teach them to fish and you feed them for a lifetime.”

3. Customer Service Goals: Improve communication and instructional skills. Expand knowledge of self-help options available to patrons. Always remember to focus on patron’s experience.

4. We Should: Explain what we are doing as we do it Ask if patrons would like to learn how to do it themselves Make sure our patrons are aware of their options We Should Not: Expect patrons to do everything themselves Refuse to give the help they want and need

5. Three Ways We Help Patrons: Navigation Demonstrating Skills Offering Information About Policies and Opportunities

6. Navigation: Remember that Patrons often feel overwhelmed and lost when they first arrive or try a service for the first time. We are their guide. Practice: What kinds of questions do you get asked? How do you answer?

7. Tips For Answering Navigation Questions: Don’t (Just) Point Ask Questions Get Clarification Be Descriptive Be Clear Be Concise Include Landmarks Include Instructions Follow-up

8. Demonstrating Skills Remember that when you are trying something new, you don’t always know where to start, it can be difficult to identify problems and solutions, and you often feel incapable of completing the task. It’s our job to help patrons get on the right path and build up their confidence.

9. Tips for Demonstrating Skills: Don’t Just Tell Them Where Show Them How! Focus on Hands on Learning Give Them Opportunities to Practice Avoid (or Explain) Technical Terms

10. Offering Information About Policies and Opportunities: Remember that patrons’ ability to fish for themselves is hampered not only by lack of knowledge but also because an excess of information takes time to sort through. It’s our job to help point out the bits of knowledge they might find most useful.

11. Tips For Informing Patrons About Policies and Opportunities: Don’t Assume Ask Questions Get Clarification Be Observant of Tone Body Language Phrasing Offer Information Don’t Wait to Be Asked Don’t Give Too Much at Once

12. Online Services – What do They Look Like?

13. Logging In To Your Account

14. Reviewing Your Account

15. Paying Your Bills

16. Other Options

17. Changing Your Pin

18. Updating Your Contact Information

19. Good Advice no Matter the Situation: Don’t Assume Don’t (Just) Point Don’t (Just) Give Them the Tools Ask Questions Get Clarification Be Descriptive Follow-up Make Sure They Know How to Use Them Focus on Hands On Experience

20. Good Advice no Matter the Situation: Be observant of the patron’s Tone Body Language Phrasing Think about how they might react Adjust your tone, body language, and phrasing accordingly.

21. The End Thank You for Coming