welcome to my library: providing excellent customer service in a public library
TRANSCRIPT
Welcome to the Library!
Providing Excellent Customer Service in a Public Library
Katelyn Patterson
Qualifications
Group Introductions
NameLibraryYour titleHow are you doing?
Objectives
● Discuss how customer service fits into the library setting
● Discuss how we affect a customer service exchange
● Discuss how patrons affect a customer service exchange
● Discuss how to deal with problems● Discuss how administrators can support staff
efforts to provide quality customer service
What do you call them?
Customer
Patron
User
MemberBorrower
Client
Visitor
Student
What is Customer Service?
● All interactions between a customer and a provider.
● Patrons expect it.● Larson: Meeting or exceeding patron
expectations even when they are unrealistic.
● What does this include? Everything!
Tell us...
Have you had a great customer service experience? What made it special?
Ok, now the bad...
Customer Service Counts● Larson: “Excellent customer
service can create generations of library patrons.”
● We are a service profession.● We have competition.● Great customer service
makes advocates.● Bad customer service could
lose you more than just one patron.
Takes at least two...
There are things we can control and things we can’t
control.
Let’s start with us.
Our Roles: Environment
UX or User Experience: ● Entire conference about UX in libraries:
http://uxlib.org/● Twitter chat series:
Fridays in May and June from 2-3pm eastern. Follow #litaux.
Our Roles: Environment
Ergonomics: efficiency in the work environment
Our Roles: Environment
Signage is our friend!● Empowering● Provides assistance when understaffed
or busy
Signage
What do you think of this sign?
Image from http://www.acrystelle.com/
● Follow our rules
● Not welcoming● We are too busy to
help
Signage
What do you think of this sign?
Image from https://mrlibrarydude.files.wordpress.com/2012/05/turn_off_cell_phone.jpg
● Too negative!
● Not welcoming
● Poor design
Signage
What do you think of this sign?
Image from http://tametheweb.com/wp-content/uploads/2008/02/loyolasign.jpg
● Friendly
● Gentle reminder
● Positive language
Signage
What do you think of this sign?
Image from http://sarahglassmeyer.com/wp-content/uploads/2010/08/quietzone.jpg
● Welcoming
● Good design
● Positive language
Signage
What do you think of this sign?
Image from http://mentalfloss.com/article/48843/9-very-specific-rules-real-libraries
● You have to follow our rules.
● Patron too dumb to understand our system.
● Just plain rude!
● We aren’t user friendly.
Signage
What do you think of this sign?
Image from https://www.flickr.com/photos/trucolorsfly/2370749267/in/photostream/
● Instructional with an air of excitement!
● OK design
● Positive language
Signage
Types:● Directional● Instructional● Functional● Informational● Decorative
Signage
● Actively declutter● Keep it welcoming and positive!● And remember… no signage is better
than bad signage!
Our Roles: Environment
Interior Design● Is the children’s area next to the
comfortable seating or the work tables?
● Is it well lit?● Will the furniture accommodate plus
sized patrons?● Are there enough outlets?!
There is a Twitter account dedicated to talking about the lack of outlets in libraries.
Our roles: Environment
Inclusion
Questions?
Our roles: Person to Person Interactions
WrittenOver-the-phoneFace-to-face
Written Communications
● More and more work online.
● 7%-38%-55% Rule
● Positive language
● Convey positive nonverbal cues in other ways.
Over-the-phone Communications
● Tone of voice● Speak clearly● Greeting● Listen, repeat, and confirm● Tell them what you are doing● And why
Try it out!
Patron calls in to renew a book and ask about her holds. Then she says, “I know my daughter has been excited for her hold on Casual Vacancy. Is that ready for pick up?”
What do you do?
Try it out!
Patron calls in: “I was called out of town for a family emergency so I can’t come in to pick up a hold that is about to expire. Would it be possible for you to hold it one more day? I can be there on Friday.”
What do you do?
Face-to-face Communications
GreetingIn the stacksAs they leave
Try it out!
You are at the circ desk checking out a book by your favorite author for a patron.
What do you do?
Communication is key!
● Smile and be friendly.
● Be approachable.
● Read yourself.● Read them.
● Don’t use jargon!● Actively listen.● Restate,
summarize, and confirm.
● Don’t blame.● Stop saying no!
Positive Language
○ Great question! Let’s find an answer together!○ Let me get someone who can help us (us not you)○ That item is currently checked out but I can put it on hold for you.
You will get an email as soon as it is ready to pick up!○ That item is currently checked out but I can get it from another
library (don’t use jargon like ILL). ○ That item is currently checked out but here are some other similar
titles that you may enjoy!○ “It is our policy” vs “We typically handle situations like this…”○ I have that title and here are some others you might like (ABOVE
AND BEYOND)
What are the problems?
● Bad communication● No flexibility● All about the librarian, not about the patron● Workspace: too busy, looking down, cluttered
area makes her look unapproachable● Oh ya, and she is screaming.
Speaking of breaks...
Questions?
Patrons
● Who are they?● What do they bring with them?● What do they want?● How can that affect us?● How do we deal with that?
Youth Patrons
Can be the <3 of the libraryPresent their own challengesRemember the Larson quote!Same things apply… kind of
opportunities!
Youth Patrons
● Environment● Communicating● Human condition● When there are
conflicts...
Image from http://ecx.images-amazon.com/images/I/51JZ4lRzvDL._SY300_.jpg
Youth Patrons
When there are conflicts● Is it a real problem?● Not just for youth services!● Higher standard?● 40 Developmental Assets● Realize common defense mechanisms.● Every day a clean slate
Things are going to go wrong...
Disruptive patronsComplaintsCriminal Activity
How to deal
● Set the tone from the beginning● “Count backwards from 5 to calm down…”● Don’t take anything personally● Problem solve● Empathy● Aggressive positivity● Involve another employee
Responding to an angry patron
GreetListenAcknowledgeApologizeBridgeSolutions
But when things get confrontational...
● Approach at a safe distance
● Make contact● State observations● Describe the impact● State expectations● Give them two
chances
Try it out!
A patron is listening to music loudly through headphones and it is becoming a disturbance.
What do you do?
Try it out!
Wave to get attention. “Excuse me…”
“but your music is coming through your headphones pretty loudly.”
“It is disturbing some of our other patrons.”
“You are welcome to listen to music in the library as long as it it doesn’t disturb others. We try to keep this area pretty quiet so people can work.”
“Would you be willing to turn down the volume a bit?”
“I’m afraid your music is still disturbing others. If you do not turn it down, I am going to have to ask you to leave.”
Administrators can support staff to...
Administration can…
Change the culture of the organization.● Lead by example● Philosophy
o Man in the Deserto Air of Excitement
Administration can…
Change the culture of the organization.
Libraries’ mission should not just be about connecting people with
information, but with helping people transform themselves through access
to community, technology, and information.
~ Matthew Reidsma
Administration can…
Have a plan● Policy● Conflict steps in
place
Invest in staff● From the beginning● Continually
Administration can…
Say it with a smile
Never say NOThank them for coming
Listen to● Patrons● Employees
Administration can…
Administration can…
Observe...
Administration can…
● know your staff’s strengths and weaknesses
● give praise to staff giving excellent customer service!
No, really...
This all seems expensive. What are some inexpensive ways I can get started?
● Kindness Audit● Encouragement● Reminder● Rotate staff
And don’t forget your volunteers!
Specific Issues
Lo siento, no hablo español. ¿Habla usted inglés?● Smile and be friendly● Do you reflect your community?
○ Environment○ Communication○ Materials○ Programming
● Make it happen!
Specific Issues
Helping a Troubled Teen
Specific Issues
Patrons who argue… with each other!
Specific Issues
Any others?
Try it out!
Let's spend the rest of the time in groups going over some scenarios.
Suggested Resources● Defusing the Angry Patron by Rhea Joyce Rubin● Training Library Staff and Volunteers to Provide
Extraordinary Customer Service by Julie Todaro and Mark Smith
● Jeanette Larson’s Providing Excellent Customer Service While Dealing with Real People webinar series from TSLAC
● Colorado Virtual Library’s Getting Started with Library Customer Service
● Webjunction webinars● I am keeping track of online resources for customer
service in libraries here.
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