customer care for assistants l.
Download
Skip this Video
Loading SlideShow in 5 Seconds..
Customer Care for Assistants PowerPoint Presentation
Download Presentation
Customer Care for Assistants

Loading in 2 Seconds...

play fullscreen
1 / 12

Customer Care for Assistants - PowerPoint PPT Presentation


  • 482 Views
  • Uploaded on

Customer Care for Assistants Induction and basic guidelines Good Customer Care Smile! A smile can even be ‘seen’ over the telephone. Wear your identity badge Be approachable If you know the students name, use it. It gives a nice friendly feel to the interaction

loader
I am the owner, or an agent authorized to act on behalf of the owner, of the copyrighted work described.
capcha
Download Presentation

PowerPoint Slideshow about 'Customer Care for Assistants' - Jimmy


An Image/Link below is provided (as is) to download presentation

Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author.While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server.


- - - - - - - - - - - - - - - - - - - - - - - - - - E N D - - - - - - - - - - - - - - - - - - - - - - - - - -
Presentation Transcript
customer care for assistants

Customer Care for Assistants

Induction and basic guidelines

good customer care
Good Customer Care
  • Smile! A smile can even be ‘seen’ over the telephone.
  • Wear your identity badge
  • Be approachable
  • If you know the students name, use it. It gives a nice friendly feel to the interaction
  • Be aware and sympathetic to students and staff needs
good customer care continued
Good Customer Care - continued
  • Respect confidentiality. Don’t discuss students details in public. Keep information on screens turned away from a queue
  • Body language is important
  • Communicate (see Unit 4 of this module)
colleague care
Colleague Care
  • You are not alone!! We are in this together!
  • Be aware of the impact of your actions on your colleagues
  • Be aware of the work other staff are doing and pressures they are under
  • Remember everyone is busy
working on the issue desk staff
Working on the Issue Desk - staff
  • Staff Involved
    • Learning Services assistants, Senior Staff, shelving staff
  • Remember the importance of teamwork
working on the issue desk tasks
Working on the Issue Desk - tasks
  • Vital
    • Opening and closing procedures issues and returns, phone renewals, security alarm, reservation filing, sorting retuned items, inter library loans, selling consumables, dealing with cash, general enquiries, invoices and queries
  • Urgent
    • Empty book box
  • Necessary but additional
    • Reservation weeding, process checking, shelf tidying, weeding the overnight shelf, bib checking, checking ERC returns
working on the issue desk the queue
Working on the Issue Desk – the queue
  • Managing the queue – best practice
  • Why
    • We must strike a balance between serving the customer and competing the tasks
    • To offer a consistent service to our users
working on the issue desk
Working on the Issue Desk
  • Communicating with colleagues – good practice
    • Use the blocks facility and initial them!
    • Alert colleagues if you leave the service area
    • Use the desk diary to record problems
    • Brief verbal hand-over at the change of shift
    • Read the Intranet information and keep up to date
working on the issue desk10
Working on the Issue Desk
  • When the Issue Desk is busy the Help Desk Staff will:
    • Provide support and assistance
    • Answer phone renewals
    • Alert senior staff if additional help is needed
working on the issue desk11
Working on the Issue Desk
  • Quiet times – good practice
    • Staff should undertake additional, appropriate tasks
    • Do your shelf tidying
    • Bring process checking out
    • Undertake your departmental or project work
customer care and learning services
Customer Care and Learning Services
  • First impressions - a customer will judge us on:
    • appearance
    • manner/attitudes
    • working environment
    • You never get a second chance to make a first impression!
  • Good practice
    • We should be friendly but professional.
    • We should listen carefully, give the customer your full attention.
    • Make them feel important.
    • Take responsibility
    • Exceed their expectations whenever possible
  • Positive outcomes
    • The customer goes away feeling that they have received good treatment and have a positive image of the service and Edge Hill as a whole.
    • Mutual raised self esteem and improved morale