providing excellent customer service in the library hold the pickles
TRANSCRIPT
providing excellent customer service in the library
HOLD THE PICKLES
hello, it’s a pleasure to meet you
Vanessa Uribe, El Dorado County Law Library
My presentation
• What to Take Home
• Objective
• Our Current Situation and How We can Make the
Best of it
program inspiration
• Zingerman’s Delicatessen, Ann Arbor Michigan
• ZingTrain
• In Person Customer Service Training
bringing it back to the library
building a culture of customer service
1. TEACH IT
2. DEFINE IT
3. LIVE IT
4. MEASURE IT
5. REWARD IT
service culture assessment
number one: teach it
Discussion:
•Engage people in open-ended questions:
• Why is great customer service so hard to find?
• Why is it even important?
• Is customer service a skill you are born with?
• Can it be taught? (5-90-5)
number two: define It
Question:
• What does great customer service look like at your organization?
defining it........continued
Two Parts:
•The Positive: The steps to providing great
service
•The Negative: The steps to handling customer
complaints
defining great customer service: three steps
1. Figure out what the
guest wants
2. Get it for them
3. Go the “Extra Mile”
defining it........continued
Step 1: Figure out what the guest wants
Open-ended questions, restate request, be an active listener
10/4 rule
Step 2: Get it for them
Accurately
Politely
Enthusiastically
Step 3: Go the “Extra Mile”
What is an Extra mile?
Definition: Doing something for our customers that they did not ask
us for
five steps to effectively handling customer complaints
1. Acknowledge the complaint
2. Sincerely Apologize
3. Take action to make things right
4. Thank the guest
5. Document the complaint
a note on fairness:
Fairness is on another planet
number three: live it
“We need to distinguish between the values and visions to which we give lip service and those that are truly the basis for our actions”
- Sam Keen, Hymns to an Unknown God
systems should support great service
Why have systems?
• Systems should lead to better service!!!!
Mission/Vision
Values
Culture Systems
Results
number four: measure it
• Systems role in customer service
• In order to gauge how well systems are operating, you have to measure
their effectiveness
Examples of customer service measurement tools:
• “Code Red”
• “Code Green”
number five: reward it
• Professional Advancement
• Group Rewards
QUESTION:
What does your organization do to reward great customer service? How can they do it better?
original training feedback
Extremely positive
Too Short- more time needs to be dedicated to CS training
“Systems in the Way” needs to be better highlighted
More time for role playing
Need to make sure that there is continuing education, forms in
library for staff, reminders,....etc
