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Customer Service: Hold the Pickles. Vanessa Uribe El Dorado County Law Library. ABOUT ME. Rural Upbringing Have worked in school and public libraries Currently work in a rural public law library. Why now? Why this again. Workplace Stress (“new normal”= more with less) - PowerPoint PPT Presentation
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CUSTOMER
SERVICE:
HOLD THE
PICKLESVanessa Uribe
El Dorado County Law Library
ABOUT ME
Rural Upbringing Have worked in school and public libraries Currently work in a rural public law library
WHY NOW? WHY THIS AGAIN.........
Workplace Stress (“new normal”= more with
less)
Great Experiences = Job Security
Importance of teaching
ZINGERMAN’S DELICATESSEN
Ann Arbor, Michigan
MORE ABOUT MY TRAINING.......
LIBRARY CUSTOMER SERVICE TRAINING
IMPORTANT ZINGERMANS DIFFERENCES
• Customer Service is an Integral Part of the Mission/Vision/Values of the Organization
• Customer Service is a Bottom Line Result
BUILDING A CULTURE OF GREAT CUSTOMER SERVICE
TEACH IT
DEFINE IT
LIVE IT
MEASURE IT
REWARD IT
From Rework, by J. Fried and D. Hansson
1. TEACH IT! Discussion:
Is customer service a skill you are born with; can it be taught?
Why is it important to teach something? Engage people in open-ended questions
Why is it important?Why is it so hard to find?
2. DEFINE IT
Question:What does great customer
service look like at your organization?
DEFINING IT........CONTINUED
Two Parts:
• The Positive: The steps to providing great service
• The Negative: The steps to handling customer complaints
DEFINING GREAT CUSTOMER SERVICE: THREE STEPS
1. Figure out what the
guest wants
2. Get it for them
3. Go the “Extra Mile”
DEFINING IT........CONTINUED
• Step 1: Figure out what the guest wants• Open-ended questions, restate request, be an
active listener• 10/4 rule• Engage them
DEFINING IT........CONTINUED
• Step 2: Get it for them• Accurately• Politely• Enthusiastically
DEFINING IT........CONTINUED
• Step 3: Go the “Extra Mile”• What is an Extra mile?• Definition: Doing something for our customers
that they did not ask us for
EXAMPLES OF EXTRA MILES.......
• Offer to search another library’s catalog for item not found in ours
• Offer to carry books out to car for customer with hands full
• Show customer some of the features of website• Demonstrate a catalog search• Compliment customer on book selection• Offer a book recommendation• Show customer a feature on website/database
FIVE STEPS TO EFFECTIVELY HANDLING
CUSTOMER COMPLAINTS
1. Acknowledge the complaint
2. Sincerely Apologize
3. Take action to make things right
4. Thank the guest
5. Document the complaint
A NOTE ON FAIRNESS:
Fairness is on another planet
3. “LIVE IT”
“We need to distinguish between the values and visions to which we give lip service and those that are truly the basis for our actions”
- Sam Keen, Hymns to an Unknown God
Barriers to Customer Service Study
Public Librarian #Lack of effective marketing 1Personality characteristics of patrons 2Unapproachability of staff 8Staff too reliant on computer resources "if it's not online it doesn't exist" 1Lack of face to face interactions due to technology 1Librarianship is trivilaized/not regarded as important ("women's work") 1Lack of funding 2Library facilities and signage 8Lack of measurement for CS outcomes 1Lack of appropriate training (communication & continuing education) 11Libraries too driven by policy and procedure 13Patrons and staff "not speaking the same language" 4Collection Development/collection 1Sexual harassment of library staff 1Staff stratification, no cross training 1Lack of Outreach 1Staff aversion to change 2Burnout/"compassion fatigue" 3Lack of seeing patrons as "individuals" 3Reference interactions, "negative closure" 3Staffing: turnover or part timers 3Bad morale 1Staff: lack of education 2
Total Responses 74
4. “MEASURE IT”
Systems role in customer service
In order to gauge how well systems are
operating, you have to measure their
effectiveness
Example forms:
“Code Red”
“Code Green”
5. “REWARD IT!”
Professional Advancement
Sell the Service
Group Rewards
PROMISING PRACTICES……
Peer Recognition Programs
Vouchers for library video rentals or items from book sale
Library manager does the job of staff member for an hour
Monetary rewards (“ZingBuck”)
Regular company communications
Customer service practices tied into promotions
Libraries Other Industries
OVERCOMING CHALLENGES IN RURAL LIBRARIES
Customer service training can be a tool to help overcome challenges in rural librariesManage stressful interactions with
patronsIdentify systemic problems with libraryIdentify positive attributes of libraryOngoing focus and dialog about
customer service eliminates the need for tedious trainings
Makes a better workplace and attracts like-minded potential employees