Customer Service presentation given by Sarah Sogigian and Deb Hoadley, MA Library System Advisors.

1. Service,
Smiles, and
Support
How the Experience You Provide
Creates Support For the Future
Presented by
Sarah Sogigian
And
Deborah Hoadley
MLS Advisors

2. Why Customer Experience?
(Objectives for Today)
 Who are my stakeholders? (1 min exercise)
 What’s so important about great service?
 Does the quality of service we provide
matter, or should we focus on the answer?
 Should the service we provide our students
vs. faculty be the same, or is one group
more important than the other?
S. Sogigian & D. Hoadley, MA Library System 9/13/2012

3. The Customer is ALWAYS
Right
 Are they?
 Are there consequences? Will the library
close or cut hours, lose funding, or lose staff
if the customer doesn’t come back?
 What may have been lost or missed
because the service was “just good
enough”?
 Who is doing the serving? Do you have the
right staff mix?
S. Sogigian & D. Hoadley, MA Library System 9/13/2012

4. S. Sogigian & D. Hoadley, MA Library System 9/13/2012

5. Pros and Cons
 What are the pros to offering great service?
 What are the cons? (come on, be honest!)
S. Sogigian & D. Hoadley, MA Library System 9/13/2012

6. Shifting Focus from Services
Provided to Experience Given
 Remember
 Who are you serving (stakeholders)?
 What product(s) are you “selling”?
 How do you want them to experience this?
 When they are not at the library, how do
you want them to feel about the library?
S. Sogigian & D. Hoadley, MA Library System 9/13/2012

7. Services Model
(adapted from the Darien Library: Extreme
Customer Service)
“Service is: A flawless product delivered
exactly as a member wants in an environment
that is caring.” Joseph A. Michelli
The Customer Service Matrix
Standard Extended Innovative
Individual Customer Service
The Library as Service Provider
Service to the Community/College
Leadership in the Community/College
S. Sogigian & D. Hoadley, MA Library System 9/13/2012

8. Service for all! Service from
all!
 Regardless of position, great service is and
should be expected of everyone who works
in the library.
 There are no degreed vs. non degreed
librarians. A person who works in a library is
a librarian.
 Patron demand forces us to re-examine how
we treat each patron. Will they go
somewhere else if they are unhappy with the
service they receive? Would you?
S. Sogigian & D. Hoadley, MA Library System 9/13/2012

9. Group Work
S. Sogigian & D. Hoadley, MA Library System 9/13/2012

10. Communications:
Verbal & Non-Verbal Cues
Verbal Cues:
 How do you greet someone: In person? On the
telephone? In an email? In Chat?
 In-person conversations – do you get louder during a
controversial/combative situation? Are you trying to
control the conversation?
Non-verbal Cues:
 Do you cross your arms?
 Good posture?
 Head down (“Can’t you see I am busy?”)
 Maintain personal space
 Respect other’s personal space
S. Sogigian & D. Hoadley, MA Library System 9/13/2012

11. Making the most of your
natural librarian look
Appearance
 Dressing professionally: The 4 C’s:
Comfortable, Covered, Creative & Clean
 Name tags just in case your “look” doesn't
give it away.
 What does your appearance say about you?
Jargon
 No need to show off, speak in layman’s
terms.
 Never assume, be ready to explain.
S. Sogigian & D. Hoadley, MA Library System 9/13/2012

12. Signage
 New services!
 Hours!
 Door decorations!
Do they work? Do people come to a library to
read?
S. Sogigian & D. Hoadley, MA Library System 9/13/2012

13. Signage
 No Food or Drink  Please enjoy your food and drink
before joining us in the library
 No Cell Phones
 Please set your cell phones to
 No excessive talking silent
 No sleeping  Go on…you can talk here. No
need to whisper
 No loud music that we can hear
out of your personal  Hey…is that the new Mumford
headphones and Sons song?
 Do you want a pillow and
blanket for your nap? How about
a story?
One and Done
S. Sogigian & D. Hoadley, MA Library System 9/13/2012

14. Dealing with Negotiations
 Listen, Listen, Listen!
 What is it they really want – have you heard
this before?
 How to get to “yes”.
 You don’t have to give them an answer in 30
seconds – time is essential to a good
interaction and finding the “perfect”
resolution.
 Don’t be afraid to ask.
S. Sogigian & D. Hoadley, MA Library System 9/13/2012

15. Hey baby, is that a RFID
reader in your pocket or are
you just happy to see me?
 When a customer gets offensive, you have
the right to stand up for yourself.
 NEVER confuse customer service with
inappropriate behavior.
 Maintain a good relationship with security.
 Don’t place yourself in a situation that could
become potentially dangerous or creepy.
 Be aware!
 Do you have policies and procedures?
S. Sogigian & D. Hoadley, MA Library System 9/13/2012

16. Maintaining your excellent
skills
 Acknowledge your staff’s great attitudes at
staff meetings.
 Highlight difficult situations and work
together to find solutions.
 Don’t forget your user! Be ready to change
your layout, services, the location of the
stapler, all to make your library the most
inviting space on campus!
 You succeed because of what your patrons
are doing, NOT because of what you do.
 Action Steps: What’s next?
S. Sogigian & D. Hoadley, MA Library System 9/13/2012

17. Reality: Landscape of Libraries are ever-changing
How will you respond?
S. Sogigian & D. Hoadley, MA Library System 9/13/2012

18. Where do I find the resources
for this presentation?
MLS Guide
How do we get in touch with
you?
Sarah Sogigian
Deb Hoadley
S. Sogigian & D. Hoadley, MA Library System 9/13/2012