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.
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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.
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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.