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How to Deliver Great Library Customer Service

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How to Deliver Great Library Customer Service

  1. 1. How to Deliver GREAT Library CUSTOMER SERVICE Laurie Brown
  2. 2. Why should you care?
  3. 3. Funding Poll Question How are you funded? • Tax payer dollars • Friends donations • Corporate sponsorship • Grants • Private • Other
  4. 4. “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 Bromberg Assistant Director of Princeton Public Library (NJ) Advocacy
  5. 5. Advocacy Would your customers FIGHT to keep you open?
  6. 6. Southampton Library
  7. 7. Southampton Library
  8. 8. Truly Engaged Customers Can’t imagine a world WITHOUT your library.
  9. 9. Exceptional Customer Service is No Longer OPTIONAL
  10. 10. Ch Ch Ch Changes!
  11. 11. Customers as Journalists
  12. 12. Customers as Broadcasters
  13. 13. Telling Stories You tell people about REALLY Great Service
  14. 14. Telling Stories You tell people about REALLY Bad Service
  15. 15. Telling Stories NO ONE talks about Satisfactory Service
  16. 16. Something to Talk About
  17. 17. Something to Talk About GREAT Customer Service is created by SMALL acts of PERSONAL kindness
  18. 18. 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.”
  19. 19. Never Generic
  20. 20. Your Choice EXCEPTIONAL Customer Service is a CHOICE
  21. 21. Customer Service Words After a customer leaves your library, what WORDS would you like them to use to describe working with you?
  22. 22. Your Words? Fun
  23. 23. Your Words What do they LOOK and SOUND like?
  24. 24. Long Memories
  25. 25. Long Memories The Tale of the Cheese Stick Bearing Three Year Old Juvenile Delinquent
  26. 26. Agent vs Gatekeeper
  27. 27. What Customers REALLY Want !! !
  28. 28. 1. Accessibility 1. easy to reach, enter, speak with, or use. 2. that can be used, entered, reached, etc. 3. obtainable; attainable: accessible evidence.
  29. 29. Accessibility
  30. 30. Accessibility • Is your phone number easy to find? • Is your phone picked up before three rings?
  31. 31. Accessibility • What is your parking like? • Do you have street parking? • Do you have a lot? • Is it cleaned in inclement weather?
  32. 32. Accessibility • Is your website updated frequently? • Do you have a Facebook page? • Do you post on Twitter?
  33. 33. Accessibility
  34. 34. Accessibility • How long does it take to answer an email? • Do you accept texts?
  35. 35. 2. Availability 1. suitable or ready for use; at hand 2. readily obtainable; accessible
  36. 36. Availability
  37. 37. Availability
  38. 38. Availability
  39. 39. Availability
  40. 40. 3. Affability 1. pleasantly easy to approach and to talk to; friendly; cordial; warmly polite 2. showing warmth and friendliness; benign; pleasant
  41. 41. Affability
  42. 42. 4. Agreeability 1. to one's liking; pleasing: agreeable manners; an agreeable sensation 2. willing or ready to agree or consent
  43. 43. Agreeability
  44. 44. 5. Accountability 1. the state of being accountable, liable, or answerable
  45. 45. Accountability
  46. 46. Accountability
  47. 47. 6. Adaptability 1. capable of being adapted 2. able to adjust oneself readily to different conditions
  48. 48. Adaptability
  49. 49. What do they have in common?
  50. 50. Adaptability
  51. 51. Adaptability
  52. 52. Adaptability
  53. 53. Adaptability
  54. 54. Adaptability Poll My library has changed what we offer in the last 5 years? Yes No
  55. 55. 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 qualification 3. abilities, talents; special skills or aptitudes
  56. 56. Ability
  57. 57. Nice Affability + Agreeability = NICE
  58. 58. Easy Accessibility + Availability = EASY
  59. 59. Not This
  60. 60. More Like This
  61. 61. Customers Want This PEOPLE who are NICE PROCESSES that are EASY
  62. 62. Your Attitude… will color every CHOICE you make, every ACTION you take and ultimately will IMPACT your customer’s experience MORE than anything else.
  63. 63. Greetings
  64. 64. Whose Job is It? Poll Whose 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!
  65. 65. Nice NOBODY likes to hear “NO!!”
  66. 66. How Not to Say NO! 1. Filter 2. What you CAN do
  67. 67. Filter the Request • Is it ILLEGAL? • Is it IMMORAL? • Is it UNETHICAL? • Is it IMPOSSIBLE? • Is it UNSAFE?
  68. 68. If… you answered “No” six times… just say “YES!!!”
  69. 69. Talk About What You CAN DO
  70. 70. Welcoming? Bruce Johnson Blue Skunk Blog
  71. 71. Welcoming! Bruce Johnson Blue Skunk Blog
  72. 72. Can! http://mrlibrarydude.wordpress.com/
  73. 73. Can!
  74. 74. Long Memories The Tale of the Cheese Stick Bearing Three Year Old Juvenile Delinquent
  75. 75. Can!
  76. 76. Can!
  77. 77. 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?
  78. 78. 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.”
  79. 79. Reference Book Request A 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?
  80. 80. Easy Is your SIGNAGE EASY?
  81. 81. Easy • Clear signage • Helpful signage • Signage in appropriate places, but not too much signage
  82. 82. Easy
  83. 83. NYPL Facebook
  84. 84. Birmingham Twitter
  85. 85. San Jose Pinterest
  86. 86. Newsletters
  87. 87. CRRL YouTube
  88. 88. Wake County YouTube
  89. 89. Instagram
  90. 90. Dealing with Difficult Customers
  91. 91. Loud Linda
  92. 92. Use a Third Point Michael Hughes, Instruction Librarian at Coates Library at Trinity University
  93. 93. Tons of Teens
  94. 94. Engaging Teens
  95. 95. Homelesslibrary.com The Librarian’s Guide to Homelessness: Compa ssionate tools for reducing problems.
  96. 96. Hostile Henry
  97. 97. Your Options Reactionary vs Responsive
  98. 98. Stretch Time
  99. 99. How to Stretch Time • Breathe
  100. 100. How to Stretch Time • Breathe • Understand that they may have problems you are not aware of
  101. 101. How to Stretch Time • Breathe • Understand that they may have problems you are not aware of • Take notes
  102. 102. How to Stretch Time • Breathe • Understand that they may have problems you are not aware of • Take notes • Get help from a co-worker
  103. 103. Take Care of Yourself • Breathe • Take a break • Snack on healthy food • Stay hydrated • Get enough sleep
  104. 104. Service Recovery • Listen
  105. 105. Service Recovery • Listen • Trust
  106. 106. Service Recovery • Listen • Trust • Apologize with empathy
  107. 107. Service Recovery • Listen • Trust • Apologize with empathy • Take ownership
  108. 108. Service Recovery • Listen • Trust • Apologize with empathy • Take ownership • Fix it immediately
  109. 109. Create a Service Guide Make the Choice
  110. 110. Top 10 Service Guide 1. Have Trust — assume people are telling the truth
  111. 111. Top 10 Service Guide 1. Have Trust — assume people are telling the truth 2. Say Yes — make their day, find a way to say yes if at all possible
  112. 112. Top 10 Service Guide 1. Have Trust — assume people are telling the truth 2. Say Yes — make their day, find a way to say yes if at all possible 3. Give Alternatives — If it’s not possible to say yes explore other options
  113. 113. Top 10 Service Guide 1. Have Trust — assume people are telling the truth 2. Say Yes — make their day, find a way to say yes if at all possible 3. Give Alternatives — If it’s not possible to say yes explore other options 4. Be Approachable — look up, smile, make eye contact, and acknowledge
  114. 114. Top 10 Service Guide 5. Be Respectful & Kind — they’ll remember how you made them feel far longer than what you told them
  115. 115. Top 10 Service Guide 5. Be Respectful & Kind — they’ll remember how you made them feel far longer than what you told them 6. Be Flexible — don’t get hung up on the rules
  116. 116. Top 10 Service Guide 5. Be Respectful & Kind — they’ll remember how you made them feel far longer than what you told them 6. Be Flexible — don’t get hung up on the rules 7. Be Patient — don’t get frustrated with challenging customers and don’t be afraid to ask a co‐worker for assistance
  117. 117. Top 10 Service Guide 8. Keep it Simple — do what you can to make it easy for the customer
  118. 118. Top 10 Service Guide 8. Keep it Simple — do what you can to make it easy for the customer 9. Be Positive — your mood is contagious, spread some happiness
  119. 119. Top 10 Service Guide 8. Keep it Simple — do what you can to make it easy for the customer 9. Be Positive — your mood is contagious, spread some happiness 10.Do the right thing — when in doubt trust your guts
  120. 120. Questions?
  121. 121. Contact Me Laurie Brown Laurie@lauriebrown.com

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