Presentation on customer service in libraries

1. Customer
Service
Staff Training August 5, 2014

2. What is customer service?
 Service is the act of providing a useful activity or help
that you give someone by using your skills
 Activities that enhance the level of customer satisfaction
and has elements of give and take
 Be prepared to do everything you can but know that you
can never satisfy everyone.
 Learn from your bad experiences.
 We may be someone’s last resort.
 Dedicated customers become library supporters.
 Customer service is often more emotional than logical.
 Libraries are a customer service business.

3. Customer Service Contact Points
 Circulation Desk
 Shelves
 Programs
 Computer Workstations
 Using the online catalog (teaching moment)
 Telephone
 Website
 Note: Customers in the library take precedence over those on the phone. You
can leave the on site customer to answer the phone, take down the caller’s
name and number and call them back as soon as possible.

4. Why is customer service important?
 Customers are a reason you have your job!
 If they are not happy, they will go
somewhere else!
 Customers=Revenue=Wages=Employees

5. The Basics
 The circulation desk=customer service desk=first
impressions
 First impressions are also formed over the telephone!
 Customers appreciate a courteous attitude.
 Must use a positive attitude because it fosters a good first
impression.
 Being truthful and acting in an ethical manner completes
the picture.
 Honesty is always the best policy!
 All the above form the basis for a strong customer service
foundation.

6. Why do we need a customer service
policy?
 Sets the tone for staff and
volunteers
 Establishes customer service goals
 Relates customer service goals to
the mission of the company
 Identifies specific procedures that
will aid in the accomplishment of
each goal
 Easier to maintain a degree of
unity in how customers are treated
and increase the chances of
making the best possible use of the
procedures inherent in the policy.
 Ensure customers that they have
right of expectations, and can
expect confidentiality in their
interactions with staff.
 Trust patrons unless they prove they can’t be
trusted
 Avoid saying “I don’t know.”
 It’s about THE ATMOSPEHERE! Be aware of the
visual impact of the library.
 Need to keep workstations neat, clean
 Have Approachable service points
 Be aware of Noise level--
 Look up and around periodically while at the
desk.
 Be familiar with policies so you can inform
patrons about them as needed.
Assignment: Each staff takes one
customer service policy, reads it
and reports their opinion of it to
the group.

7. First Impressions Matter
 Appearance is the first thing customers notice about you.
 Wear appropriate clothing for the job you do.
 Make sure you are well groomed.
 Maintain a relaxed and open demeanor.
 Always knowledge the customer and let them know you will hasten to help them.
 Keep staff conversations to a minimum in public areas.
 Keep your voice low in public areas and when talking on the telephone. Discussions
with patrons are confidential.
 Be friendly but avoid long conversations with customers, explain that you need to
get back to work.
 Be respectful to handicapped customers and give them leeway for ease of access
accommodation.

8. What are some watch words and no-
no’s?
 Please and thank you and you’re welcome.
 Say excuse me and I am sorry.
 Use sir and ma’am.
 Use a person's name when you know it.
 Use yes rather than yeah.
 Say it with a smile.
 Do not: talk on a personal call at the desk, set food or drink at the
desk, and do not chew gum.
 Do not discuss patron interactions in public areas.
 Do not offer personal opinions or advice.
 Try not to point---walk customers to the section and shelf if needed.

9. Good things to help you be “the best”
 Add welcome words to your vocabulary: ‘sure I can”, “I’ll
be happy to, “definitely”, and “absolutely”
 Keep your business conversations professional.
 Make eye contact!
 Maintain a relaxes, open demeanor.
 Keep your energy level steady!
 Use good grammar. You are the voice of the library.
 Speak clearly. Use everyday language. Avoid using library
jargon.

10. Other ways to improve…You are on the front
line.
 Remember your customers.
 Remember something about your customers.
 Learn your customer’s preferences.
 Establish a rapport: be friendly, be interested, be
sensitive, be trustful, find common ground.
 Identify customer’s needs: ask questions, summarize
customers’ needs, recommend appropriate solutions.
 Make your customers feel valued.
 Instill positive feelings.

11. Looking available…
 Acknowledge customers coming into the business.
 Look as though you are available. Rise from your seat if you must
to show them you are not too busy to help them.
 Acknowledge customers leaving the business. End on a positive note.
 Know when to stay and when to go.
 Make sure your customer found what they are looking for.

12. Telephone Skills
 Answer the telephone promptly.
 Remember the tone of your voice is very important. Customers will
only “see” through your voice.
 Make sure the attitude you convey let’s them know you are
enthusiastic about helping them.
 Listen without interrupting. Give your customer your full attention.
 Give the name of your business, your name, and then an opening
statement or question.
 Verbalize what you are doing as you are working to help them.
 When putting your customer on hold, explain why.
 Ask if you can do anything else.
 Thank your customer for calling.
 Your attitude comes through on the telephone, make sure it is a
positive one.

13. 13 Things You Should Never Say at Work
 “Its not fair”
 “That’s not my problem. Or “That’s not my job” or “I don’t get paid enough for
this.”
 “I think…or “I might””-------use “I believe” or “I know” or “I will” Think and might
are weak words. They risk making you sound unsure or insecure about the message
you are trying to convey.
 “No problem” When someone thanks you. The courteous and polite reply is “You’re
welcome.”
 “I’ll try” Because that phrase implies the possibility of failure. Instead replace the
“try” with “will.”
 “But we have always done it this way,” This reveals you are stuck in the past,
inflexible, and close-minded.
 “You guys” Instead use “You” or “your team name”

14. The Essence of Customer Service…
 Honesty. Tell the truth. Do the right thing. Be trustworthy.
 Empathy: Put yourself in the other person’s shoes. Listen. Care.
 Appreciation: Look for the good in people. Express gratitude.
 Respect: Show care, concern, and consideration.
 Tolerance; Rather than judging others, accept their differences.
 This PowerPoint key points were taken from Customer Service Training 101 by Renee
Evenson.