Providing Excellent Customer Service in Libraries
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I will discuss why and how a public library can provide a positive, welcoming atmosphere to their community.
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Providing Excellent Customer Service in Libraries
- 1. Welcome to the Library! Providing Excellent Customer Service in a Public Library Katelyn Patterson
- 3. Group Introductions Name Library Your title How are you doing?
- 4. 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
- 5. What do you call them? Customer Patron User MemberBorrower Client Visitor Student
- 6. 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!
- 7. Tell us... Have you had a great customer service experience? What made it special? Ok, now the bad...
- 8. 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.
- 9. Takes at least two... There are things we can control and things we can’t control. Let’s start with us.
- 10. 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.
- 11. Our Roles: Environment Ergonomics: efficiency in the work environment
- 12. Our Roles: Environment Signage is our friend! ● Empowering ● Provides assistance when understaffed or busy
- 13. 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
- 14. Signage What do you think of this sign? Image from https://mrlibrarydude.files.wordpress.com/2012/05/tu rn_off_cell_phone.jpg ● Too negative! ● Not welcoming ● Poor design
- 15. 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
- 16. 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
- 17. 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.
- 18. 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
- 19. Signage Types: ● Directional ● Instructional ● Functional ● Informational ● Decorative
- 20. Signage ● Actively declutter ● Keep it welcoming and positive! ● And remember… no signage is better than bad signage!
- 21. 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?!
- 22. There is a Twitter account dedicated to talking about the lack of outlets in libraries.
- 24. Questions?
- 25. Our roles: Person to Person Interactions Written Over-the-phone Face-to-face
- 26. Written Communications ● More and more work online. ● 7%-38%-55% Rule ● Positive language ● Convey positive nonverbal cues in other ways.
- 27. Over-the-phone Communications ● Tone of voice ● Speak clearly ● Greeting ● Listen, repeat, and confirm ● Tell them what you are doing ● And why
- 28. 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?
- 29. 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?
- 30. Face-to-face Communications Greeting In the stacks As they leave
- 31. Try it out! You are at the circ desk checking out a book by your favorite author for a patron. What do you do?
- 32. 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!
- 33. 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)
- 34. A joke but...
- 35. 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.
- 37. Questions?
- 38. 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?
- 39. Youth Patrons Can be the <3 of the library Present their own challenges Remember the Larson quote! Same things apply… kind of opportunities!
- 40. Youth Patrons ● Environment ● Communicating ● Human condition ● When there are conflicts... Image from http://ecx.images- amazon.com/images/I/51JZ4lRzvDL._SY300_.jpg
- 41. 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
- 42. Youth Patrons
- 43. Things are going to go wrong... Disruptive patrons Complaints Criminal Activity
- 44. 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
- 45. Responding to an angry patron Greet Listen Acknowledge Apologize Bridge Solutions
- 46. But when things get confrontational... ● Approach at a safe distance ● Make contact ● State observations ● Describe the impact ● State expectations ● Give them two chances
- 47. Try it out! A patron is listening to music loudly through headphones and it is becoming a disturbance. What do you do?
- 48. 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.”
- 49. Administrators can support staff to...
- 50. Administration can… Change the culture of the organization. ● Lead by example ● Philosophy o Man in the Desert o Air of Excitement
- 51. 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
- 52. Administration can… Have a plan ● Policy ● Conflict steps in place
- 53. Invest in staff ● From the beginning ● Continually Administration can… Say it with a smile Never say NO Thank them for coming
- 54. Listen to ● Patrons ● Employees Administration can…
- 55. Administration can… Observe... Administration can… ● know your staff’s strengths and weaknesses ● give praise to staff giving excellent customer service!
- 56. No, really... This all seems expensive. What are some inexpensive ways I can get started? ● Kindness Audit ● Encouragement ● Reminder ● Rotate staff
- 57. And don’t forget your volunteers!
- 58. 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!
- 59. Specific Issues Helping a Troubled Teen
- 60. Specific Issues Patrons who argue… with each other!
- 62. Try it out! Let's spend the rest of the time in groups going over some scenarios.
- 63. 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.
- 65. Connecting Texas Libraries Statewide www.ctls.net 5555 North Lamar Blvd., Ste. L-115, Austin, TX 78751 Local 512-583-0704 ~ Toll-free 800-262-4431 www.ctls.net Consulting ~ Continuing Education ~ Professional Collection Networking ~ Vendor Discounts ~ Shared Resources
Hinweis der Redaktion
- Welcome to My Library Thank you to the Fayette Public Library for hosting and providing refreshments Only one formal break so feel free to move about the cabin Want this to be a discussion rather than just me talking so please ask questions!
- Introduction- Just celebrated 7 years with CTLS Qualifications- Bring outside experience from TLA Theatre- can put on a show Politics- tell people what they want to hear Retail My first job was at The Container Store Advertising and Public Relations Customer Service
- How are you doing? Before we begin, how do you currently think your customer service is? Do you have any specific concerns or a horror story you want to share?
- Larson talks about Disney. They people they service are guests but they use the word customer as a flag to other employees that there is a problem. What do you call them? Does your library use specific terminology? Why? The way we think about our patrons will be reflected in the way we treat them Patron- gives money and support to an artist, organization. a person who buys the goods or uses the services of a business, library. I have also seen the term recurring used to define patron. Library jargon but it accurately describes their role. Differentiates us from the business world (not here to make a profit. here to serve). Term puts the patron above us. Some have said the term can confuse our funding. Customer- Someone who buys goods or services from a business. Business jargon. User- a person or thing that uses something. Negative connotation (drug addict) or those who don’t give anything in return. Too impersonal. Others such as member, borrower, client, visitor, student Source: http://publiclibrariesonline.org/2015/03/customers-or-patrons-how-you-look-at-your-librarys-users-affects-customer-service/
- Entrepreneur Magazine defines customer service as The degree of assistance and courtesy granted those who patronize a business . http://www.entrepreneur.com/encyclopedia/customer-service What is customer service? All interactions between a customer and a provider. Patrons expect it. The word has changed but the service must remain the same. RESOURCE : Larson Customer Service series from TSLAC. Meeting or exceeding patron expectations even when they are unrealistic. What does that include in libraries: interactions between patrons and staff interactions between patrons and equipment interactions between patrons and our physical space interactions between patrons and our digital space (catalog, website, databases, etc). Today we focus on the person to person rather than person to building or person to website aspects. Just mention UX here, go into more later.
- Have you had a great customer service experience? What made it special? Bounce house example. Amazon not having to return items. And now the bad… (shade structure proposals. told me to email him if he hadn’t gotten me a quote by the end of the week. asked me to help him measure with 2 small children in tow) Bad customer service is memorable. Good customer service isn’t. Hidden customer service: an insignificant thing that would be noticable if it were missing.
- Customer Service Counts LArson quote: “Excellent customer service can create generations of library patrons!” We are a service profession! We have competition. There are some portions of our popuations that we will always serve for many reasons. No access to Internet, etc. But we could be serving so many more and we have competition for those folks. But dealing with the public can be difficult at times. Public = anyone and everyone! Social media and rating sites allow ppl who have had a truly bad customer service to tell the world. And the world is listening. Do you know what people say about your library on yelp?
- UX: Aaron Schmidt library ux guru defines ux as “arranging the elements of a product or service to optimize how people will interact with it.” Mostly for web design but also trending now in libraries and physical spaces. An entire conference recently in the UK about UX in Libraries. Library and Information Technology Association branch of ALA is about to hose a series of Twitter Chats all about UX in libraries. RESOURCE: https://madmlibrarian.wordpress.com/2015/05/08/user-experience-twitter-chat-series/ ux Asks questions like: Is it better for us or for our patrons to have two different drops for books and audio visual materials?
- Ergonomics or work flow. Are the holds close to the circ desk or in the back corner? Are the printers near the computers?
- Signage: There are Tumblrs, Pinterest boards, and flickr groups full of horrible library signage. Don’t get caught on one of them! Good signage can be empowering to patron provide assistance when understaffed good vs bad. show examples. bad: http://i2.wp.com/www.acrystelle.com/wp-content/uploads/2013/01/img_1584.jpg bad: https://mrlibrarydude.files.wordpress.com/2012/05/turn_off_cell_phone.jpg bad: http://images.mentalfloss.com/sites/default/files/styles/insert_main_wide_image/public/noreshelving.jpg good: http://tametheweb.com/wp-content/uploads/2008/02/loyolasign.jpg good: http://sarahglassmeyer.com/wp-content/uploads/2010/08/quietzone.jpg good: https://www.flickr.com/photos/trucolorsfly/2370749267/ keep it welcoming and positive. none is better than bad! actively declutter outdated signage, bulletin boards Types directional- bathroom, water, meeting room, exit functional- where to find picture books instructional- how to use computers decorative- displays informational- programming
- Interior design- Unless you are in a new space or in the process of moving, we are stuck with the building we have. Make sure is easy to use! Is the children’s area next to the reading area with tables and comfortable seating? well lit? ARE THERE ENOUGH OUTLETS? An entire Twitter account about the lack of outlets in libraries!
- Inclusion-make sure your environment and signage take into consideration everyone’s skill levels and abilities regarding technology, language, visually impaired
- Written More and more work is being done online. This can include email, chat with a librarian. Dr. Albert Mehrabian came up with the 7%-38%-55% Rule in his book called Silent Messages. What he found was that is that conveying a message in face to face communications can be broken down into words 7%, tone of voice 38%, and non verbal 55%. Here we have neither! Source: http://www.kaaj.com/psych/smorder.html We must convey positive nonverbal cues in other ways: Frequent response to let them know you are there. The check-in to let them know you are still working on it. Unexplained silence in a chat box... Type it with a smile: Convey your smile with the language that you use. Phrases like, “It’s my pleasure to help you today,” “Have I answered all of your questions fully and completely,” and “Thank you for being so patient,” Source: http://www.textalibrarian.com/mobileref/library-customer-service-online-vs-in-person/ if you feel you are over doing it with kindness, you are probably doing it just right.
- Over the phone Communications Lack if body language so all emotions must be conveyed with the voice and words. Speak clearly using a specified greeting: Hidden customer service. They know what to expect. When to start speaking. Makes them comfortable and not awkward. Reference interview 101: Listen, repeat and confirm. Always tell the patron what you are doing: taking notes, placing on hold, transferring a call. If transferring, get the other employee up to speed so the patron doesn’t repeat themselves. (Pet peeve of mine!) Entering account number and then telling someone my account number. Tell why you are transferring and give them your name and number to call back if they get disconnected. DONT TAKE THEIR INFORMATION. If you cannot get an answer for them right away, ask if you can take their info and offer to call them back. Give an estimated time for your call. Call you back this afternoon… AND THEN ACTUALLY DO IT. Even if you don’t have the answer yet. Lets them know you are actively working on it.
- You can let the mother know that her daughter has some holds but not what their titles are. This could cause a negative customer service situation. But we must stand by our confidentiality standards. The Texas Open Records Act supports us in this. I am unable to discuss another patrons materials with you but you can tell your daughter that she has holds available to pick up. End with the positive. When it is their turn to speak, would be more difficult to be angry.
- Several considerations: Is it a popular title so there is a wait list? If so, release the hold so the phone patron doesn’t get a fine (if you fine for not picking up holds) and so the next person can have access but ask to place the phone patron back on the wait list so it will be available to them again soon. If no wait list, I would absolutely hold it for them.
- Begins the moment they interact with our physical space Greeting: as quickly as possible. Immediately gives them an opportunity to ask for our help. Read them to know. Doesn’t have to be, “Good morning and welcome to the…” Maybe they are in a hurry. Keep it quick. In the stacks: If you are wandering around, probably have a specific goal in the mind. Side note: do this regularly and intentionally. Makes us visible and accessible. Nametag (lanyard is better) or someway to clearly indicate staff. Uniforms. Do you speak another language? Wear a button that says so. Give them your full attention. Look them in the eye. Never point. Always walk with them. As they leave Did you find everything you need Thanks for coming in. Have a wonderful day.
- Seems counterintuitive when talking about customer service. Personal connection is great but patron privacy is, too.
- No matter how you are communicating, here are some tips to help you succeed. Smile and be friendly. Seems obvious but doing so is contagious and sets the tone. Be approachable Importance of positive body language Colorado VirtuaL Library Approachability session: http://create.coloradovirtuallibrary.org/approachability-and-attitude Like we said, service is our biz… so don’t make them think they are interrupting. Be flexible. I am youth services and that is someone else's job. To them, everyone that works in a library is a librarian and should be able to help. Read yourself Emotional Intelligence is the ability to sense emotions in yourself and others. Off day? Sure. Some days we must choose to have the right attitude. Have something at work to trigger that? You may be answering a question for the 40th time that day but you may be their 1st librarian to deal with that day. make it a good interaction. Think of those extremely common questions. Expect them and have an authentic sounding answer ready. Disney 7pm light show example from What Would Walt Do webinar? Read them Good customer service is different to different patrons. Once wants a friend, another wants a quick no nonsense interaction. We must read them to know so we can deliver for both. Educate if they have the time. Look in the OPAC vs Let me show you how to use the catalog on this computer. Oh and by the way… Dont use jargon! Intimidation factor: A professor of mine called this the Alex Trebek Syndrome. He seems super smart so is intimidating and unapproachable. Librarians fall into this trap. Actively listen: No, really. LISTEN. Think of how you respond to someone in a health crisis (THIS needs to be reworded) Empathy vs Sympathy Video: https://www.youtube.com/watch?v=1Evwgu369Jw Think how you would want the interaction to take place if you were in their shoes Restate or summarize the request and make sure you got it right. “Let me see if I understand. You want… Is that correct?” Never blame a coworker or technology. “The computers normally work just fine but we do seem to be having some problems today.” Or have we made a mistake? Own up to it quickly and offer solutions.
- NEVER SAY NO! Importance of Positive Language Great question! Lets 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)
- Ok we have discussed our roles in customer service. Now what does the patron bring to the table? Who are they? Know and understand our patrons: Who are they (demographics), Just because we know this, we shouldn’t make assumptions What do they bring with them? what are the kinds of issues they have to deal with, (socioeconomic status has triggers) Human condition: Julie Todaro and Mark Smith have a great book called “Training Staff and Volunteers to Prvide Extraordinary Customer Service. They emphasize taking factors like the human condition into consideration when dealing with patrons. Though the term is vague is can mean anything that can have an impact on our behavior. Includes holidays, current events (think Ferguson and Baltimore), school schedules like after-school and finals, tax time to name a few. It is April 14 and you have answered the question about the tax forms for the 50th time that hour what do they need/want (through observation and feedback). And then we can determine how to provide that. Find a hole and fill it! How can that affect our customer service role? Problem behaviors How do we deal with that? Emotioinal intelligence Problem solving Coping mechanisms
- Can be the <3 of the library Present their own challenges… oops I mean opportunities Remember the Larson quote! Generations of library patrons if we give them a good experience. Same things apply… kind of:
- environment- is it fun and exciting? is it welcoming? or are making them follow strict rules? communicating- are our interactions negative making them sit still and be quiet or are they positive and encouraging? can be more complex since we are dealing with a wide range of developmental stages try to talk to them instead of parents if possible. and listen to them. let them weigh in on materials and services. gives them ownership. so often they feel no one listens to them. hands to yourself- it is a natural reaction to reach out to a child when helping them but it can be important to not make them feel uncomfortable. Greet them by name if possible. Builds a relationship and they know they aren’t there anonymously. don’t make assumptions human condition: schedules such as school calendars and naps need to be taken into account. how do kids feel right after school? lots of energy? how does preschool storytime go during typical nap times? one thing I have learned as a parent is that kids act out for a reason. addressing the trigger is a preventative measure.
- if there are conflicts is it a REAL problem? damage or hurt? not just for youth services to deal with! don’t hold for stricter rules than adults. Larson example about mannders. would you make an adult say please or thank you? don’t make the kids! 40 Developmental Assets from the Search Institute: created a list of things youth need to grow into happy, healthy, and responsible adults. Broken into internal and external factors. Some external factors that include the library are youth as resources (being given a useful role in the community), service to others, community values youth, and positive relationships with adults outside of their family. Many libraries are using these lists as a framework for working with youth. PBIS or Positive Hebhavioral Intervention and Support behavior management system for understanding what is behind challenging behavior. don’t give them a stage and realize common response to being confronted. laughing at you, attitude because of embarrassment. make sure they understand every day is a clean slate. if not, they won’t come back. policies age drop off unattended children Boulder Public Library age 12 issue.
- YALSA Academy has a great short video about Teen Customer Service basics. Does anyone want to add anything about dealing with teens?
- So we have identified what we can do to provide good customer service. And we have talked about how a patron can affect customer service. Things will either go smoothly or they won’t. Lets talk about when they don’t. Some common problem areas are Disruptive patrons: possibly something more going on here. Drug or alcohol abuse, emotional problems, mental illness, low blood sugar? Homeless or hygiene problem? Complaints: against another patron (see above) or against the library problem policies or procedures. Do you have a stress point policy? (hat policy) (signing up for health care deadline) we made a mistake misunderstanding Criminal activity: damage to person or property, loitering, indecent behavior. There have been an awful lot of inappropriate videos being made in the library in the news lately… But remember… Problem behaviors… NOT problem patrons.
- What are some coping mechanisms you can put in place to deal with these difficult situations? Set the tone from the beginning. Use those communication tips we talked about earlier. Count backwards… Peg + Cat. Have a trigger for yourself that helps you keep calm. Don’t take anything personally Problem solve: Problem solving is identifying an issue, coming up with solutions and choosing the one that best meets everyone’s needs. Go back to the problem with the holding expiring… Sometimes the hardest thing to is to find a balance between the exhibitor and the observer. Empathy! How would you want the transaction to go down if you were the patron? Aggressive positivity: “We must stay positive in the face of everything: crying babies, complaints about uncontrollable things, overflowing plumbing, sick staff. It IS possible to smile your way through it all.” Get someone else. Sometimes when a situation is really heated, you need someone else to help clear the air. Don’t abandon the situation but use their presence to clear your mind and refocus.
- Rhea Joyce Rubin gives a great formula for responding to an angry patron. Greet Listen Acknowledge- This does sound very frustrating, I’d be irritated, too. are good phrases that show empathy. Apologize- I apologize for the confusion” is my favorite phrase that doesn’t put blame on anyone. Bridge- Hopefully you have successfully calmed the angry patron. A bridge phrase leads from problem to solution. “Let’s see what we can do…” “There are a few solutions…” Solutions
- Approach at a safe distance Make verbal contact. Don’t touch them. State observations about the issue or problem behavior. “ I see you are upset Describe the impact the behavior is having on your or on others State expectations… the behavior that is acceptable or allowed by library policy Give them two chances Rhea Joyce Rubin suggests giving a patron a second chance to alter the unacceptable behavior. If they don’t, follow through. If you have to evict someone, get another employee or security to do it with you so it isn’t you enforcing the rules but the library enforcing the rules.
- Approach at a safe distance: Make contact: State observations: Describe the impact: State expectations: Offer alternatives: Give them two chances: If they don’t comply…
- Everyone wants to provide good customer service but when resources are spread thin, this can be difficult to remember. Instead of dictating to your staff to make these adjustments, ask what you can be doing as an administrator to help make these changes occur.
- Change the culture Lead by example. Customer service is everyone’s responsibility. Good customer service is a philosophy that needs to infiltrate all aspects of the library. Look at every interaction, even the bad ones, as an opportunity! The Container Store Man in the Desert: https://vimeo.com/48030953 The Container Store Air of Excitement: https://vimeo.com/48028741
- What does customer service have to do with the library’s mission? I have heard a saying many times over the years: The library would run so smoothly if it weren’t for these patrons. While we understand the meaning, we must change this kind of thinking. Mission statements should include words like “helping” and “assisting” not just connecting. UX conference keynote quote by Matthew Reidsma: “libraries mission should not just be about connecting ppl with information but with helping ppl transform themselves through access to community, technology, and information” Seems simple but I think it puts value on the service that we provide.
- Have preventative measures like a policy. Is there a customer service policy? Can set the tone for your staff. Here is a good example from the Topeka and Shawnee County Public Library, home to library emerging trends guru David Lee King: https://tscpl.org/about/policies/customer-service-policy Have conflict steps in place: procedures on post-conflict documentation and how to use that information.
- Make it a priority in the hiring process. Customer Services Skills Necessary! Hire for attitude, train for skills. CLICK TO BRING UP COMPANY NAMES Encourage continuous learning through Professional Development and Training: Every company that can claim quality customer service puts a lot of time into training their employees. Scripting and Role playing: Practice with your staff Welcoming Taking feedback/complaint Closing Specific situations script for frequent issues @ your library. Oak Park Public Library (Illinois) has a special collection of transgender resources and so has a special document to fascilitate very specific scenarios: http://oppl.org/sites/default/files/trc_scenarios.pdf … but not too much. Make expectations known: Baylor Libraries have a very detailed document called Client Services Standards and Behavioral Indicators that lay out what they consider to be core competencies, exceeding expectations and behaviors that do not meet expectation: http://www.baylor.edu/content/services/document.php?id=20578 Regular simple reminders Michael Pollan has written several books about food and eating and he has three simple rules he suggests we follow: Eat food, Not too much, Mostly plants. I love the simplicity of this message and think about it often. Decide where your customer service priorities lie and create a simple phrase like this that can stay with your employees. Disney can summarize their customer service philosophies onto a business card. We should be able to, also. Say it with a smile, Never Say No, Thank them for coming
- Patron Feedback- what ways do you make available for customers to leave you feedback? response cards/suggestion box Online forms surveys publicly mystery shopper (only in extreme situations) other ways to determine the state of your customer service: observation, interviews, focus groups The British Library posted feedback and their response to it on their website: http://www.bl.uk/aboutus/contact/previousfeedback.html Employee Feedback- what are your least favorite policies? What customer service situations make you the most uncomfortable? Use this feedback to create custom training for your employees. Empower your staff to make decisions. Ritz Carlton gives each employee leave to spend up to $2000 to make an individual’s stay superb. Apparently it doesn’t get used that much but it shows they trust their employees. Policy vs Procedure define. Policy should reflect general philosophy. Examine procedures that might be too restrictive. When is there flexibility?? APL hat policy: rules apply to everyone. dont make assumptions! Today I bent a rule: finding the barriers by asking your staff! In Dec 2013 the Halifax Public Library implemented Today I Bent a Rule. They created an online form where staff could report everytime they bent or wanted to bend a rule to provide good customer service. They looked at the results and found recurring barriers to service within their policies. Fast forward to April 2015 and you see this headline.
- Kindness Audit- a session from the Association of College and Research Libraries 2015 Conference attempt to use your library services with fresh eyes as a new users you, a patron, or better yet, someone from outside your library sphere attempt to use the library’s services. kindness of employees signage friendly atmosphere ergonomics outlets?! is it easy to use? if not, are there easy instructions? moving furniture can make an easy, immediate, and FREE change to make it a more welcoming place! Encourage your staff to encourage each other. Tell stories to each other about really positive experiences while maintaining patron privacy of course. Create a customer service cheerleader. Is there someone particularly great at customer service on your staff? Appoint them cheerleader to be in charge of encouragement, reminders, in-house training, etc. Rotate staff: Make sure staff don’t spend an entire shift in one area which can lead to compassion fatigue. Added bonus of spreading knowledge so patrons don’t get passed from employee to employee.
- Volunteers are on the front lines, too. When patrons see them they think they work there. What will their role be in your customer service plan? What are their expectations: wanting to learn a specific skill? just there for community service? Do they have time for a wide variety of training? Our expectations: Do we want to/can we afford to give them communication training? Or should we have them direct the public to the nearest librarian? I volunteer for APL. Their policy and why. Expensive to train volunteers, they may not have time. High turn over. You have to decide what is right for you. Volunteer Coordinators- provide training, support, and reminders
- Assisting patrons who speak another language is obviously a huge barrier to providing any service, let alone quality customer service. How to Serve the World @ Your Library: www.ala.org/nonenglishspeakers 2007 ALA report on library demographics, services and programs found that Spanish is the most supported non-English language in public libraries The two biggest barriers to serving non-English speakers were reading habits and knowledge of library services. The most popular programs were English as a Second Language programs, language specific materials and collections, computer classes and use, storytime and special programs. When you have a language barrier Smile and be friendly. THIS they can understand. Until you can get them with someone on staff who can speak with them. (This looks an awful lot like “not my job” though.) Don’t make assumptions about what they want. Human condition varies for different cultures. Be aware. Already talked about Signage Wearing a button to identify bilingual employees Other communications Is your website also available in Spanish? http://library.austintexas.gov/spanish There is Google Translate but that is assuming a level of information literacy Forms, policies… all marketing and administrative documents available to the public need to be in both languages Outreach in the community If this part of your population has been underserved, they may not be coming in. You will need to get out of the library to build relationships. Materials Do you reflect the community in the collection? Do you intersperse materials or shelve other language materials by themselves. What does that say to your patrons? Programming Bilingual storytime Conversation group Cultural celebrations Summer reading Emphasize your role in life long learning to speakers of BOTH languages. Administrators Avoid stereotypes! Make language skills a priority in the hiring process Offer access to language training. Here are some online resources Webjunction: Spanish Language Outreach Program http://www.webjunction.org/explore-topics/slo.html Includes all documents, materials, webinars, and reports on providing services and outreach to Spanish speakers ALA’s Office for Diversity, Literacy and Outreach Services: http://www.ala.org/offices/diversity At the very least, make it a priority to have all staff knowledgeable of some key phrases that would allow some communication! Inforpeople workshop on Survival Spanish for Library Staff: https://infopeople.org/content/survival-spanish-library-staff SOL Spanish in our Libraries and PLUS Public Libraries Using Spanish offers online tutorials in basic phrases about library services: http://www.sol-plus.net/plus/survspa/toc.htm
- Public librarians have an interesting role. We have no official relationship with our youth like teachers or counselors. This gives us a wonderful amount of flexibility… but also some major grey areas. How do we help a troubled teen? I think it largely depends on the kind of trouble we think they are in. Patron privacy is extremely important. What are we basing our concern off of? Materials checked out? Social cues? Talk to them casually to get a read on their situation. Try to engage them through volunteering. (Public librarian redirected behavior through assisting with program prep) PBIS and 40 Developmental Assets Make sure they have access to major hotlines about sexual abuse, drug abuse, domestic violence, bullying, suicide. Texas Department of Family and Protective Services has resources for Professionals who need to report neglect or abuse: http://www.dfps.state.tx.us/I_Am/teachers.asp Childhelp National Child Abuse Hotline: 1-800-4-A-CHILD (1-800-422-4453) National Child Sexual Abuse Hotling: Darkness to Light: 1-866-FOR-LIGHT (866-367-5444) National Domestic Violence Hotline: 1-800-799-SAFE (7233) National Suicide Hotline: 800-SUICIDE (784-2433) Collection of hotline numbers: http://www.teenhealthandwellness.com/static/hotlines If you feel the trouble is more immediate Look internally for precedent Look externally School counselor? Juvenile specialist with your police department Call a hotline seeking advice on the situation Police? Speak to parent? ALA offers a title called Answering Teen’s Tough Questions that discusses how librarians can and should approach these kinds of difficult subjects with their youth. It talks about having procedures in place, ways to spot abuse, how to report, and developing partnerships with support agencies to get them the help they need. I actually just purchased this title for the CTLS professional collection. Should be in next week. Mental Health First Aid offers a course directed towards adults that work regularly with youth about how to help troubled adolescents. There was not a course in or around Austin coming up but it might be worth keeping an eye on. http://www.mentalhealthfirstaid.org/cs/wp-content/uploads/2014/05/Youth-Mental-Health-First-Aid-Overview.pdf Asses for harm Listen nonjudgementally Give information Encourage appropriate professional help Encourage self-help
- I think this problem depends on how heated the argument is. When a disagreement begins to disturb others, you can treat it as an excessive noise problem. Approach at a distance Identify the behavior causing the problem Tell how it is affecting others Ask them to change this behavior If it goes beyond noise and there is concern of physical fighting, this is known as disorderly conduct under Texas Penal Code Title 9, Chapter 42 which, if you haven’t read has some very interesting verbiage: http://www.statutes.legis.state.tx.us/Docs/PE/htm/PE.42.htm
- Dealing with reference questions: did we answer that? We have already talked about most of the steps to a good reference interview Be approachable Actively listen Ask open ended questions Repeat in your own words and clarify “You are asking for… is that right?” Conduct search, educate if the patron has the time Check in with them frequently to let them know what you are doing Follow up to make sure they got what they needed Thank them
- Formulas and plans go out the window when you are presented with an unpleasant situation. But practice makes it easier!