how to deliver great library customer service
TRANSCRIPT
How to Deliver GREAT Library
CUSTOMER SERVICELaurie Brown
Why should you care?
Funding Poll Question
How are you funded?• Tax payer dollars• Friends donations• Corporate sponsorship• Grants• Private• Other
“While customer service may not equal advocacy, I’d argue that it is certainly part of the foundation upon which advocacy is built.
Good luck doing advocacy if you give crap service to your customers!”
Peter BrombergAssistant Director of Princeton Public Library (NJ)
Advocacy
Advocacy
Would your
customers FIGHT
to keep you
open?
Southampton Library
Southampton Library
Truly Engaged Customers
Can’t imagine a world WITHOUT
your library.
Exceptional Customer Service
is No LongerOPTIONAL
Ch Ch Ch Changes!
Customers as Journalists
Customers as Broadcasters
Telling Stories
You tell people about REALLY
Great Service
Telling Stories
You tell people about REALLY
Bad Service
Telling Stories
NO ONE talks about Satisfactory Service
Something to Talk About
Something to Talk About
GREAT Customer Service
is created by SMALL acts of
PERSONAL kindness
Maya Angelou“I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.”
Never Generic
Your Choice
EXCEPTIONAL Customer Service
is aCHOICE
Customer Service Words
After a customer leaves your library, what WORDS
would you like them to use to describe working
with you?
Your Words?
Helpful Smart
FunINTERESTING
Friendly
Your Words
What do they LOOK and SOUND
like?
Long Memories
Long MemoriesThe Tale of the Cheese Stick Bearing Three Year Old Juvenile Delinquent
Agent vs Gatekeeper
What Customers REALLY Want
!! !
1. Accessibility
1. easy to reach, enter, speak with, or use.
2. that can be used, entered, reached, etc.
3. obtainable; attainable: accessible evidence.
Accessibility
Accessibility
• Is your phone number easy to find?
• Is your phone picked up beforethree rings?
Accessibility• What is your
parking like?• Do you have
street parking?• Do you have a
lot?• Is it cleaned in
inclement weather?
Accessibility• Is your website
updated frequently?
• Do you have a Facebook page?
• Do you post on Twitter?
Accessibility
Accessibility• How long does it
take to answer an email?
• Do you accept texts?
2. Availability
1. suitable or ready for use; at hand2. readily obtainable; accessible
Availability
Availability
Availability
Availability
3. Affability
1. pleasantly easy to approach and to talk to; friendly; cordial; warmly polite
2. showing warmth and friendliness; benign; pleasant
Affability
4. Agreeability1. to one's liking; pleasing: agreeable
manners; an agreeable sensation2. willing or ready to agree or consent
Agreeability
5. Accountability
1. the state of being accountable, liable, or answerable
Accountability
Accountability
6. Adaptability
1. capable of being adapted2. able to adjust oneself readily to
different conditions
Adaptability
What do they have in common?
Adaptability
Adaptability
Adaptability
Adaptability
Adaptability PollMy library has changed what we offer in the last 5 years?
YesNo
7. Ability
1. power or capacity to do or act physically, mentally, legally, morally, financially, etc. 2. competence in an activity or occupation because of one's skill, training, or other qualification3. abilities, talents; special skills or aptitudes
Ability
Nice
Affability+ Agreeability
= NICE
Easy
Accessibility+ Availability
= EASY
Not This
More Like This
Customers Want This
PEOPLE who are NICE
PROCESSES that are EASY
Your Attitude…
will color every CHOICE you make, every ACTION you take and ultimately will IMPACT your customer’s experience MORE than anything else.
Greetings
Whose Job is It? PollWhose job is it to greet the customer?
• Yours• The person at the front desk• Whoever is within 5 ft of a customer• ANYONE, but mine!
NiceNOBODY likes to hear
“NO!!”
How Not to Say NO!
1. Filter2. What you CAN do
Filter the Request
• Is it ILLEGAL?• Is it IMMORAL?• Is it UNETHICAL?• Is it IMPOSSIBLE?• Is it UNSAFE?
If…you answered “No” six times…
just say “YES!!!”
Talk About What You
CAN DO
Welcoming?
Bruce Johnson Blue Skunk Blog
Welcoming!
Bruce Johnson Blue Skunk Blog
Can!
http://mrlibrarydude.wordpress.com/
Can!
Long MemoriesThe Tale of the Cheese Stick Bearing Three Year Old Juvenile Delinquent
Can!
Can!
What Do You Say?Your library is offering a special program which sells out almost immediately. What can you say to the customers who want to come?
Popular Program Poll• “Sorry, we don’t have any more seats.”• “It really is a popular program. I wish
we had room for you. Can I put your name on a wait list?”
• “Can we contact you in the future when we have another program?”
• “Sometimes we get no-shows. I can’t promise you a seat, but you might want to show up that night.”
Reference Book RequestA customer wants to take out a reference book. Your library policy does not allow this book to leave the library.
What do you say to the customer?
Easy
Is your SIGNAGE
EASY?
Easy• Clear signage• Helpful signage• Signage in appropriate
places, but not too much signage
Easy
NYPL Facebook
Birmingham Twitter
San Jose Pinterest
Newsletters
CRRL YouTube
Wake County YouTube
Dealing with Difficult Customers
Loud Linda
Use a Third Point
Michael Hughes, Instruction Librarian at Coates Library at Trinity University
Tons of Teens
Engaging Teens
Homelesslibrary.com
The Librarian’s Guide to Homelessness: Compassionate tools for reducing problems.
Hostile Henry
Your Options
Reactionaryvs
Responsive
Stretch Time
How to Stretch Time• Breathe
How to Stretch Time• Breathe• Understand that they may have
problems you are not aware of
How to Stretch Time• Breathe• Understand that they may have
problems you are not aware of• Take notes
How to Stretch Time• Breathe• Understand that they may have
problems you are not aware of• Take notes• Get help from a co-worker
Take Care of Yourself• Breathe• Take a break• Snack on healthy food• Stay hydrated• Get enough sleep
Service Recovery• Listen
Service Recovery• Listen• Trust
Service Recovery• Listen• Trust• Apologize with empathy
Service Recovery• Listen• Trust• Apologize with empathy• Take ownership
Service Recovery• Listen• Trust• Apologize with empathy• Take ownership• Fix it immediately
Create a Service Guide
Make the
Choice
Top 10 Service Guide1. Have Trust — assume people are
telling the truth
Top 10 Service Guide1. Have Trust — assume people are
telling the truth2. Say Yes — make their day, find a
way to say yes if at all possible
Top 10 Service Guide1. Have Trust — assume people are
telling the truth2. Say Yes — make their day, find a
way to say yes if at all possible3. Give Alternatives — If it’s not
possible to say yes explore other options
Top 10 Service Guide1. Have Trust — assume people are
telling the truth2. Say Yes — make their day, find a way
to say yes if at all possible3. Give Alternatives — If it’s not possible
to say yes explore other options4. Be Approachable — look up, smile,
make eye contact, and acknowledge
Top 10 Service Guide5. Be Respectful & Kind — they’ll
remember how you made them feel far longer than what you told them
Top 10 Service Guide5. Be Respectful & Kind — they’ll
remember how you made them feel far longer than what you told them6. Be Flexible — don’t get hung up on the rules
Top 10 Service Guide5. Be Respectful & Kind — they’ll remember how you made them feel far longer than what you told them6. Be Flexible — don’t get hung up on the rules7. Be Patient — don’t get frustrated with challenging customers and don’t be afraid to ask a co‐worker for assistance
Top 10 Service Guide8. Keep it Simple — do what you
can to make it easy for the customer
Top 10 Service Guide8. Keep it Simple — do what you
can to make it easy for the customer
9. Be Positive — your mood is contagious, spread some happiness
Top 10 Service Guide8. Keep it Simple — do what you
can to make it easy for the customer
9. Be Positive — your mood is contagious, spread some happiness10.Do the right thing — when in doubt trust your guts
Questions?
