This presentation was done for Illinois Library Association's Reaching Forward conference May 2012. Customer Service is about bring the customer back. It's like DATING. You want the second, third, etc. DATE.
(It is abbreviated for slideshare.)
2. Start  here
â˘âŻ Craft your message.
â˘âŻ Present ideas.
â˘âŻ Generate excitement.
â˘âŻ Deliver Meaningful Memories.
â˘âŻ Create evangelists.
Š2012 James Feldman All Rights Reserved
3. Become  a Â
Library  where Â
excellence  is  expected
Not just celebrated
Š2012 James Feldman All Rights Reserved
4. Voice  of  the  Â
members  evolution
1980-90: cheaper, better product
2001-05: better product, nicer service
2006-11: faster, better buyer process
2012: Access to relevant information
Š2012 James Feldman All Rights Reserved
5. What  am  I Â
providing?
Take a moment
Š2012 James Feldman All Rights Reserved
7. Turn  prospects  into  friends. Â
Members  into  evangelists.
Create a âresourceâ relationship.
Š2012 James Feldman All Rights Reserved
8. Dazzle
 members
 with
 your
 service
Â
D-ÂâA-ÂâT-ÂâI-ÂâN-ÂâG
Â
D
 is
 for
 DAZZLE
Â
dazzle
Š2012 James Feldman All Rights Reserved
9. dazzle
Š2012 James Feldman All Rights Reserved
10. Dazzle
 &
 Delight
Â
Customer
 service
 is
Â
Â
NOT
 a
 departmentâŚ
Â
Â
member
 service
 is
 an
 ATTITUDE!
Â
dazzle
Š2012 James Feldman All Rights Reserved
11. Dazzle
 &
 Determine
Â
â˘âŻ Treat
 your
 members
 the
 way
 you
Â
want
 to
 be
 treated.
Â
â˘âŻ Honor
 the
 uniqueness
 of
 each
Â
member.
Â
â˘âŻ Give
 your
 member
 100%
 of
 your
Â
aNenOon.
Â
â˘âŻ Listen
 more.
Â
â˘âŻ Talk
 less.
Â
â˘âŻ Make
 it
 easier
 to
 use
 your
Â
services.
Â
dazzle
Š2012 James Feldman All Rights Reserved
12. Dazzle
 &
 DiďŹerenOate
Â
â˘âŻ Under
 promise
 and
 over
 deliver.
Â
â˘âŻ DeterminaOon
 is
 what
 member
Â
service
 is
 all
 about.
Â
â˘âŻ Recap
 the
 discussion.
Â
â˘âŻ Always
 invite
 your
 member
 to
 refer
to
 other
 prospects.
Â
Â
â˘âŻ Become
 their
 resource-Ââ
Â
Â
Â
Â
Â
Â
Â
Â
Â
Â
Â
Â
Â
value
 interpreter.
Â
dazzle
Š2012 James Feldman All Rights Reserved
13. Dazzle
 &
 Discover
Â
â˘âŻ Replicate
 what
 is
 working.
Â
â˘âŻ Create
 re-Ââtouching
 tools.
Â
â˘âŻ Nothing
 or
 no
 one
 is
 disposable.
Â
â˘âŻ Nothing
 is
 too
 caring.
Â
â˘âŻ Think
 about
 developing
 the
Â
member
 long
 term
 relaOonship.
Â
dazzle
Š2012 James Feldman All Rights Reserved
14. Dazzle
 Members
 by:
Â
â˘âŻ AnOcipaOng
 their
 needs.
Â
â˘âŻ Focus
 on
 their
 desire
 to
 use
Â
your
 library
 as
 if
 it
 were
 in
 their
Â
own
 home.
Â
â˘âŻ Provide
 more
 âtake-Ââaways.â
Â
dazzle
Š2012 James Feldman All Rights Reserved
15. dazzle
Š2012 James Feldman All Rights Reserved
18. anticipate
Accept
Do not resist
the idea of change
or
the implementation of change
Š2012 James Feldman All Rights Reserved
19. Be
 problem
 solvers
 for
 your
 members
Â
D-A-T-I-N-G
T IS FOR TREAT
Š2012 James Feldman All Rights Reserved
20. treat
Teach
â˘âŻ Give
 priority
 to
 member
 needs
Â
â˘âŻ Empower
 employees
Â
â˘âŻ Emphasize
 improvements
 rather
 than
Â
maintenance
Â
â˘âŻ Commit
 to
 quality
Â
Â
Š2012 James Feldman All Rights Reserved
21. treat
Training
Excellent
 member
 service
 must
 be
Â
developed
 with
 proper
 focus
 and
 spotless
Â
coordina0on
 of
 people
 and
 procedures
Â
Š2012 James Feldman All Rights Reserved
22. treat
Tackle
Deal
 with
 problems
 in
 real
 Ome
Â
Š2012 James Feldman All Rights Reserved
23. treat
Teamwork
It
 takes
 a
 T-ÂâE-ÂâA-ÂâM
 to
 consistently
 produce
Â
superior
 member
 service:
Â
â˘âŻ T
 â
 Talent
Â
â˘âŻ E
 â
 Enthusiasm
Â
â˘âŻ A
 â
 Atude
Â
â˘âŻ M
 â
 MoOvaOon
Â
Š2012 James Feldman All Rights Reserved
24. treat
Tenure
To
 ensure
 a
 long-Ââterm,
 beneďŹcial
Â
relaOonship,
 handle
 your
 members:
Â
â˘âŻ Respec_ully
Â
â˘âŻ Individually
Â
â˘âŻ ANenOvely
Â
Â
Š2012 James Feldman All Rights Reserved
25. D-A-T-I-N-G
I is for Innovation
Understand most rules
should be flexible
Š2012 James Feldman All Rights Reserved
26. innovate
Innumerable
â˘âŻ Success flows directly from
innovation.
â˘âŻ Success is not gained by
perfecting the known, but by
seizing the unknown.
How are you competing with
the services from the internet?
Š2012 James Feldman All Rights Reserved
27. innovate
Important
â˘âŻ Everyone likes to be thought of
as important.
â˘âŻ Make your member feel
important and theyâll make you
feel the same way.
â˘âŻ Did anyone thank your member
for using your library?
â˘âŻ Did anyone ask them if they
were happy with the service?
Š2012 James Feldman All Rights Reserved
28. innovate
Ignite
â˘âŻ The member is KING & knows it.
â˘âŻ New ways of doing business are
being created each day.
â˘âŻ New products are not an option.
â˘âŻ New uses for existing products win
new members.
â˘âŻ Members vote with their time and
dollars.
â˘âŻ The playing field has changed--you
must change with it.
Š2012 James Feldman All Rights Reserved
29. innovate
Identify
â˘âŻ Management must foster a
climate open to innovation.
â˘âŻ The management team must
set the stage for innovation
and creative thinking.
Š2012 James Feldman All Rights Reserved
30. innovate
Insecure
â˘âŻ Every library that plans to compete
in the 21st century needs to develop
new ideas and next-generation
approaches.
â˘âŻ Members are no longer stuck with
one resource or library.
â˘âŻ The Internet has opened the entire
world to members who can surf and
find what they want, for the price
they want, with the service level they
expect. Š2012 James Feldman All Rights Reserved
31. innovate
Inoculate
â˘âŻ We work best these days when
we function as thinkers -
independent problem solvers -
rather than waiting for higher
levels of management to do our
thinking for us.
â˘âŻ Employees and management
need to stay in alignment with
the objectives of your
organization.
Š2012 James Feldman All Rights Reserved
32. Success only truly comes when you learn from failure
FAILURE AND INNOVATION
ARE RELATED
Š2012 James Feldman All Rights Reserved
33. You must be better than your competitors
YOU MUST BE BETTER OR
LOSE THE COMPETITION
Š2012 James Feldman All Rights Reserved
34. D-A-T-I-N-G
N is for Nurture
Treat your employees with the care and respect
youâd like them to give to your members.
Š2012 James Feldman All Rights Reserved
35. The Best Employees are:
â˘âŻ Dependable
â˘âŻ Trustworthy
â˘âŻ Relationship oriented
â˘âŻ Solution minded
â˘âŻ Action oriented
â˘âŻ Tâ˘Eâ˘Aâ˘M Player
â˘âŻ Take Direction
â˘âŻ Great Attitude
â˘âŻ A member advocate
Š2012 James Feldman All Rights Reserved
36. nurture
Negligence
â˘âŻ Is the greatest reason employees leave a
company!
â˘âŻ Not for better payâŚbut for more
recognition.
Š2012 James Feldman All Rights Reserved
37. nurture
Notify
â˘âŻ Increase each employeeâs awareness of
their need to EXCEED co-worker
expectations.
â˘âŻ Build a T-E-A-M.
â˘âŻ Talent-Enthusiasm-Attitude-Motivation
Together-Everyone-Achieves-More
Š2012 James Feldman All Rights Reserved
38. nurture
Needs
â˘âŻ Co-workers must interact before they can
act on behalf of a member.
â˘âŻ Employees must work together to form a
cohesive group.
â˘âŻ YES must replace NO.
â˘âŻ CAN DO must replace âthatâs not my
job.â
â˘âŻ A people-approach results in longevity.
Š2012 James Feldman All Rights Reserved
39. nurture
Needs
â˘âŻ Recognize employees have practical
information and power.
â˘âŻ Treat each employee as an appreciating
assetâŚappreciate your assets!
Š2012 James Feldman All Rights Reserved
40. nurture
Nourish
â˘âŻ Create clear rewards.
â˘âŻ Include recognition.
â˘âŻ Build excitement.
â˘âŻ Repeat & refine.
Š2012 James Feldman All Rights Reserved
41. Exceed the expectations of both employees &
members
D-A-T-I-N-G
G IS FOR GUARANTEE
Š2012 James Feldman All Rights Reserved
42. guarantee
Grateful
âNever forget the customer owns
the storeâ â Sam Walton, Wal-Mart
âIf you canât please your current
customersâŚyou donât deserve the
new onesâ â Scott Cook, Intuit
Š2012 James Feldman All Rights Reserved
43. guarantee
Give
Find continuous ways to give to
others around you, especially
your:
â˘âŻ Members
â˘âŻ Employees
â˘âŻ Suppliers
Š2012 James Feldman All Rights Reserved
44. guarantee
Garnish
â˘âŻ Your member service with
unexpected, pleasant extras to
let your members know theyâre
special to you.
â˘âŻ Itâs guaranteed to get their
attention.
Š2012 James Feldman All Rights Reserved
45. guarantee
Gifts (free)
â˘âŻ Listening
â˘âŻ Affection
â˘âŻ Laughter
â˘âŻ Compliments
â˘âŻ Advice
â˘âŻ Favors
â˘âŻ Cheerful disposition
â˘âŻ Handwritten notes
Š2012 James Feldman All Rights Reserved
46. guarantee
Gush
â˘âŻ Set yourself apart from the competition.
â˘âŻ Eliminate non-productive tasks.
â˘âŻ Concentrate on those people that suggest
your service to others.
Š2012 James Feldman All Rights Reserved
47. Top  10  most  proďŹtable  phrases:
10. â1 apologize for our mistake. Let me make it right.â
9. âThank you for your business. Please come back
again.â
8. âIâm not sure, but I will find out.â
7.âWhat else can I do for you?â
6. âWhat is most convenient for you?â
Š2012 James Feldman All Rights Reserved
48. Top  10  most  proďŹtable  phrases:
5. âHow may I serve you?â
4. âHow did we do?â
3. âGlad youâre here!â
2. âThank youâ
1. âYesâ
Š2012 James Feldman All Rights Reserved
49. Focus  on  new  beneďŹts, Â
not  features.
Find new ways to INNOVATE:
â˘âŻ Redefine your future
â˘âŻ Retarget
â˘âŻ Promote
â˘âŻ Eliminate
â˘âŻ Recreate
Š2012 James Feldman All Rights Reserved