Presentation at KLA College and University Library Section Fall 2009 Conference in Hays, KS. Topic: Customer Service
Text of Culs 2009 Presentation Give Em The Pickle
Give em the Pickle: Customer Service Improvement Terri Summey, Associate Professor Head of Access and Childrens Services Emporia State University
Customer Service Hardy Franklin, ALA President 1994
Service is the heart of our profession. Thinking of patrons as customers is an apt way to remind ourselves - and our staffs - of the manner in which we wish to associate with the public. Our customers - whether they be students, faculty, or members of the general public - are why libraries exist. We must not take them for granted.
Customer Service: The Heart of a Library.
College & Research Libraries News . 2(Feb. 94): 63.
Customer Service in Libraries: Not New! Mr. Greens Axiom
A librarian should be as unwilling to allow an inquirer to leave the library with his question unanswered as a shopkeeper to have a customer go out of his store without a purchase. Receive investigators with something of the cordiality displayed by an old time shopkeeper. Hold on to them until they have obtained the information they are seeking, and show a persistency in supplying their wants similar to that manifested by a successful clerk in effecting a sale.
Why Emphasize Customer Service?
Variety of patrons, varying needs
Different employees and tiered services
Perception of Library
Each individual encounter has power
Double Standard Define own vision of customer service
Evaluating Customer Service
Training, Training, Training
All Staff including Students
New Employee Orientation
Customer Service Philosophy
Be Aware of Customer Service Experiences
Customer Service: Not Just for Front Line Employees
Circulation / Reference
Technical Services / Acquisitions / Collection Development
Internal / External Customers
The Pickle Principle:
Service: Make serving others your #1 Priority. You work in a noble profession, be proud of what you do.
Attitude: Choose your Attitude. How you think about your customers, is how you will treat them.
Consistency: Set high standards, and stick to them. Customers return because they like what happened last time.
Teamwork: Look for ways to make each other look good. In the end, everything ends up in front of the customer!
Give em the Pickle
Customer Service Models
Seattles Pike Place Fish Market
Make Their Day
Customer Service Week
Rewards and Recognitions
Customer service is more art than science. Like art, where beauty is in the eye of the beholder, learning the art of customer service takes training, patience, and an eye. Skills associated with customer service can best be gained through example, practice, and mentoring. For the challenging staff member, stress that the positive response from customers is, for many of us in public service, the reward that makes our work most enjoyable.
Mr. Greens Axiom Reference and User Services Quarterly 42:1(Fall 2002)
So, for today, lets transform our own individual, professional behavior reflect not on a colleagues, an employees, the deans or directors behavior reflect upon our own behavior.
Its not who is right, but what is right.
Chief Keith Ranney, Bloomington Fire Dept.
Jane Chamberlain, (2008) What Does It Take? Transforming Customer Service Today. ILA Reporter 26(1): 4-7.
Bibliography of Sources
Bernstein, Mark P. (2008) Am I Obsolete? How Customer Service Principles Ensure the Librarys Relevance. AALL Spectrum 13(2): 20-2.
Brown, Linda C. (2006) Go Fish! Seattles Pike Place Fish Market Offers Inspiration for Exceptional Customer Service. AALL Spectrum 10(6): 6, 27.
Chamberlain, Jane. (2008) What Does It Take? Transforming Customer Service Today. ILA Reporter 26(1): 4-7.
Tooulias-Santolin, Christina. (2006) Customer Service Training at the University of Toronto: creating excellence through flexible and responsive training. Feliciter 52(6): 252-3.
Vilelle, Luke and Christopher C. Peters (2008) Dont Shelve the Questions: defining good customer service for shelvers. Reference and User Services Quarterly 48(1): 60-67.
VWallace, Karen. (2007) Marketing Mindset: Focusing on the Customer, from Technical Services to Circulation. Feliciter 53(3): 126-9.