paul'scopyrev2005jan7

“Customer Service isOurOnlyBusiness”

- JPL Staff Manual

JPL Customer Service Training

Agenda Customer Service

– Define and Explore Problem Customers or

Customer Problems COJ Customer Service

Policy JPL Customer Service

Philosophy- and a few more

bits

What is Customer Service?

“Customer Service is any contact, whether active or passive, between a customer and a company, that causes a negative or positive perception by a customer.”

John T. Self, LecturerThe Collins School of Hospitality ManagementCal Poly Pomonahttp://www.sideroad.com/cs/column1/html12/16/2004

http://www.sideroad.com/cs/column1/html

Why Good Customer Service is Key

Dissatisfied customers will tell 9-12 other people

Satisfied customers will tell 4-5 other people.

Good Customer Service

IsAboutCustomer Satisfaction.

What Factors effect Customer Satisfaction?

Expectations Perceptions

– Service– Staff– Facility

Experiences– Previous– Current

Unknown

P.L.I.E.R.S

Good Customer Serviceis about Customer Satisfaction.

Use the PLIERS Method** P - be Personable L - Listen I - be Informative E - be Elastic R - take Responsibility S - guarantee Satisfaction

** Developed by Paul Stella, Library Supervisor Jacksonville Public Library

P is for Personable.

Be PleasantBe AmiableProject a Good Attitude

Be accepting Use neutral body language

Be Courteous Use Good Manners

L is for Listen

Be AlertPay Attention

– UndividedBe ThoughtfulGive

Consideration

I is for Informative

Impart KnowledgeEducate

– Get the facts right

Communicate– Answer the unspoken questions– Let people know how things work

“Librarians are many things: information managers, knowledge managers, …. We've been managing information and providing access to information in all formats for hundreds of years.”

Cybarian Interview, Sandra Singh, 2001

E is for Elastic

Be flexibleRed Rules, Blue Rules

Learn to shift gears without resistance

Be Open MindedLook for Alternatives

before

after

R is for Responsible

Follow Through, Follow-UpTake Action to Fix ProblemsMake Molehills of MountainsMaintain your ‘social capital’

- Recommended Reading: The Seven Habits of Highly Effective People,

by Stephen Covey

S is for Satisfaction

Fulfill their needs Be a source of enjoyment Provide assurance Compensate them for loss Make them want to come back Ensure that they have good stories to tell

PLIERS

They areTools.UseThem.

How are we like our customers?

Are you testy? Are you critical of unimportant things? Are you impatient? Are you judgmental? Are you ill-mannered? Are you condescending?

Exercise:Customer ServiceChallenges

A quick recap -A quick recap -Got the Tiger by the TailGot the Tiger by the Tail

Why Customers Get Upset:

Expectations were not met

Someone was rude Someone was indifferent No one was listening

A quick recap -A quick recap -Taming the TigerTaming the Tiger

Customer Recovery Skills:

Communicate Apologize Fix the Problem Follow-up Lagniappe

Customer Service Training

TakeA

BreakNext Segment:

“Problem Customers orCustomer Problems”







bits

Customer Service Training

TakeAnotherBreak

COJ Customer Service Policy

Highlights of handout Please sign receipt and

turn in Read policy It is your responsibility

to know the policy http://itdncdev/Departme

nts/Customer+Service/default.html

http://itdncdev/Departments/Customer+Service/default.html



JPL Customer Service Philosophy

Apply the COJ Customer Service Policy

“Customer Service is Our Only Business”

Our Attitude Directly Affects the Library’s Image

Apply the Platinum Rule– “Give Better Service Than

Expected”

JPL Customer Service Philosophy – continued

Resolve customer concerns at the lowest level

– Follow the chain of command

If it is outside your scope, refer the matter

Supervisors and managers have authority to make exceptions

JPL Customer Service Philosophy – continued

Use the Customer Service cards

– Compliments– Complaints

Non-Public Service Staff are exempt from direct external customer contact

Non-public includes: PR, Tech Services, ILS, Accounting, Payroll, HR, Distribution

Who are our Customers?

External Anyone for whom we

provide a service– Taxpayers and citizens of

Jacksonville– Tourists/Visitors– Non-COJ Government

Agencies

Internal Anyone who works for

JPL for whom we provide a service

– Our immediate coworkers– Our Supervisors– Our Subordinates

COJ staff from other agencies

-Treat Internal and External Customers equally

A few more bits -Telephone Etiquette

Pronounce and Enunciate Clearly Answer Promptly

Before third ring Learn to balance phone and face-to-face

Use the proper SalutationName, Department, “How may I help you?”

Use a personal touch Use the caller’s name

A few more bits -Placing Calls on Hold

Always ask before placing someone on Hold Provide an option

– “Would you like to hold or shall I call you back?” Take a name and number Avoid long holds Call back Promptly Thank them for their patience

A few more bits -Transferring a Call

Use “Connect” or “Put you in touch with…”– Avoid “Transfer”

Ask before transferring Get a name and number Give the number to which transferring Don’t “blind” transfer

– Always tell the party to whom the call is transferred the details of the call

Take home ExerciseTelephoneEffectivenessChecklist

A few more bits -Voice Mail Etiquette

Be brief and to the pointGive your name and number at least

twiceCheck the messages regularlyTailor your message

– You are in– You are on vacation these dates

A few more bits -

E-Mail Usage and Etiquette

GroupWise is the City’s e-mail software It is a business communication tool All messages are the property of the City All messages are public record All messages can be subpoenaed No message is ever completely deleted

- Read more:http://intracity.coj.net/HowToCommunicate/emrules.html

A few more bits -E-Mail Usage and Etiquette

Used to disseminate official information Read E-Mail daily Respond within 24 hours Answer all pertinent questions the first time Use it to avoid telephone tag Learn how to use the automatic response

– “I will be out of the office on ….”


Communication is – 90% body language– 8% tone of voice– 2% content of message

E-mail lacks 98%of the means of communication


Use the Appropriate Salutation– First names– Title and Last names

Use an Appropriate Complimentary Close Use Proper Signatures

– Employ the Signature function Include a Public Disclosure Statement


The BodyBe clear and conciseBe brief and to the pointEmploy bulleting or numbered listsCreate lots of white spaceUse short sentenceMake short paragraphs

A few more bits -E-Mail Content and Style

Things to Consider - Humor, irony, sarcasm and intended jokes are

often misinterpreted Be patient when reading E-mail The “virtual” tone may be unintentionally rude

or aggressive Be careful not to seem rude Make no personal or derogatory remarks

– Any e-mail can be forwarded


Grammar, Punctuation, Spelling - Mistakes give a bad impression and are

distracting Proofread Use the Spelling check

– “ABC w/ Check Mark” Icon on Toolbar Check dates No excessive punctuation!!!!!!!!!!!


Abbreviations, Acronyms, Emoticons - Can save time or help with tone or meaning Use sparingly

– Recipient may not know what they mean Examples:

FYI - For Your InformationBTW - By the Way;-) or - Smile or Joking


Flaming. . . . Flaming. . . . An expression of extreme emotionAn expression of extreme emotion If an E-mail makes you angry

– Calm down before you respond– Respond with just the facts– Consider alternative responses

Face-to-faceTelephone

Keep your voice down– Typing in ALL CAPS is considered SHOUTING


Attachments -Do not attach files unnecessarilyVerify that the attachment is attached If you receive an E-mail that is supposed

to have a attachment, but does not, advise the sender as soon as possible (ASAP)


E-Mail Threads – Maintain the message “thread”

– When replying or sending, include the previous message(s) as a courtesy to the recipient of your email

Use the “REPLY” functionCheck to option to include the message


Limit the number of recipients– E-mail is work. Do not send it unless the person

needs to see it. Know when to copy and whom

Respond to one or all Copy group, supervisor, etc.

Do not forward or distribute E-mail without permission

If you receive an E-mail in error, do not read it and advise the sender ASAP

Prohibited Uses of COJ E-Mail

Illegal Activities Threats, Harassment, Slander, Defamation

– Report these to a supervisor Obscene or Suggestive Messages or Images

– Report these to a supervisor Unknown Sender

– Use the QuickViewer function Political Endorsements

Prohibited Uses of COJ E-Mailcontinued

Commercial Activities– Operation of a small business– Solicitations

Chain Letters ANY activity that compromises the City’s

integrity

integrity: firm adherence to a code of especially moral or artistic

valuesWebster’s online dictionary

E-Mail Summary

Remember:E-mail is a wonderful communication

tool, if used professionallyRead your e-mail every day and respond

promptlyE-mail privacy is an illusion – it is all

public record

MAILMAIL – Postal or Intra-Library

Follow the COJ Policy Mail procedures and responsibilities

– May vary– Check at your local unit

Incoming Mail– Distribute ASAP– Read upon receipt– If incorrectly distributed, forward or return ASAP

MAILMAIL – Postal or Intra-Library

Use appropriate stationary for Mail– JPL business envelopes– Intra-Library or Intra-City

Always include correspondence– Inform the recipient– Include a note– With date, from, to, message

Mind reading is a burden







bits

The End

On behalf of the Customer Service Training Team,

Many thanks to you all for your attention, your participation and your patience.

Please complete the evaluation forms before leaving.

paul'scopyrev2005jan7

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