This activity was created by Johannah Genett. https://johannahgenett.wordpress.com/

Let me tell you what I can do CUSTOMER SERVICE ACTIVITY

Audience: staff who work directly with customers

Activity Length: 30 minutes

There are many reasons why we cannot always provide a service that a patron requests. Here are

three steps to follow when this happens:

1. Explain the reason

2. Show empathy

3. Let the patron know what you can do1

Group work

Pair up with a partner. Work as a team on the two scenarios below:

1. You can’t give the patron information on his ex-wife’s library card account because of the

library’s Patron Data Privacy.

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

2. A customer using a computer has asked you to enter her account number and password into

her banking website because she’s having trouble reading the website’s text but your library’s

policies do not allow you to do this.

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

Group discussion

1. Who thinks they had a great response for question #1? Please share.

2. What are the main components of your answer that makes this a great response?

(Repeat discussion questions for question #2.)

1 Carlaw, P., & Deming, V. K. (1999).The big book of customer service training games: quick, fun activities for training

customer service reps, salespeople, and anyone else who deals with customers. New York: McGraw-Hill.