Embracing Customer Service in Libraries

1. Embracing Customer Service in Libraries Hong Miao, Marywood University Mia Wang Bassham, Luzerne County Community College Shanghai International Library Forum August 2006

2. Embracing Customer Service in Libraries Customer Service and Libraries • Concept of customer service • Customer service in libraries

3. Embracing Customer Service in Libraries Features of Customer-oriented Organizations Source: Albrecht, Karl, and Ron Zemke. Service America in the NewEconomy. New York: McGraw-Hill, 2002

4. Embracing Customer Service in Libraries Features of Customer-oriented Organizations 1. Service strategy • A written customer service vision/mission statement • Beliefs and values that guide your library • Your service goals and specific actions • A driving force and a source of inspiration

5. Embracing Customer Service in Libraries Features of Customer-oriented Organizations 1. Service strategy 2. Customer-driven systems • Abstract procedural systems & physical elements • Should be periodically reviewed for improvement • Get input from your customers

6. Embracing Customer Service in Libraries Features of Customer-oriented Organizations 1. Service strategy 2. Customer-driven systems 3. Customer-friendly staff • Well-trained • Well-managed • Highly motivated • Competent and caring

7. Embracing Customer Service in Libraries What Constitutes Good Customer Service? • Reliable • Confident • Empathetic • Responsive

8. Embracing Customer Service in Libraries Setting up a Customer Service Program 1. Assessing the current customer service condition in your library • Self-assessment • Customer feedback

9. Embracing Customer Service in Libraries Setting up a Customer Service Program 1. Assessing the current customer service condition in your library 2. Understanding your customers’ requirements and expectations • Employee feedback program • Customer feedback program • Surveys • Focus groups

10. Embracing Customer Service in Libraries Setting up a Customer Service Program 1.Assessing the current customer service condition in your library 2. Understanding your customers’ requirements and expectations 3. Creating your customer vision and service policies • Set service standards in your service vision statement • Review and revise your policies based on your customer service mission statement

11. Embracing Customer Service in Libraries Setting up a Customer Service Program 1. Assessing the current customer service condition in your library 2. Understanding your customers’ requirements and expectations 3. Creating your customer vision and service policies 4. Training the staff • Fostering a service philosophy from top to bottom • Interpersonal skills training

12. “Treat customers as you wish to be treated !” Embracing Customer Service in Libraries Customer Service Guidelines

13. Embracing Customer Service in Libraries Customer Service Guidelines 1. Be approachable and professional at all times 2. Always acknowledge and immediately serve the customer 3. Make the customer the center of your attention 4. Use good listening skills when helping the customer

14. Embracing Customer Service in Libraries Customer Service Guidelines 5. Communicate in a positive, friendly, and courteous manner 6. Provide accurate answers or referrals 7. Use your best judgment in a particular situation and be flexible Source:Customer Service 123 by Houston Area Library System

15. Embracing Customer Service in Libraries Conclusion

16. QUESTIONS?

17. 谢 谢Thank you!