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providing excellent customer service in the library

providing excellent customer service in the library. HOLD THE PICKLES. hello, it’s a pleasure to meet you. Vanessa Uribe, El Dorado County Law Library. My presentation. What to Take Home Objective Our Current Situation and How We can Make the Best of it. program inspiration.

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providing excellent customer service in the library

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  1. providing excellent customer service in the library HOLD THE PICKLES

  2. hello, it’s a pleasure to meet you Vanessa Uribe, El Dorado County Law Library

  3. My presentation • What to Take Home • Objective • Our Current Situation and How We can Make the Best of it

  4. program inspiration • Zingerman’s Delicatessen, Ann Arbor Michigan • ZingTrain • In Person Customer Service Training

  5. bringing it back to the library

  6. building a culture of customer service • TEACH IT • DEFINE IT • LIVE IT • MEASURE IT • REWARD IT

  7. service culture assessment

  8. number one: teach it • Discussion: • Engage people in open-ended questions: • Why is great customer service so hard to find? • Why is it even important? • Is customer service a skill you are born with? • Can it be taught? (5-90-5)

  9. number two: define It • Question: • What does great customer service look like at your organization?

  10. defining it........continued • Two Parts: • The Positive: The steps to providing great service • The Negative: The steps to handling customer complaints

  11. defining great customer service: three steps Figure out what the guest wants Get it for them Go the “Extra Mile”

  12. defining it........continued • Step 1: Figure out what the guest wants • Open-ended questions, restate request, be an active listener • 10/4 rule • Step 2: Get it for them • Accurately • Politely • Enthusiastically • Step 3: Go the “Extra Mile” • What is an Extra mile? • Definition: Doing something for our customers that they did not ask us for

  13. five steps to effectively handling customer complaints 1. Acknowledge the complaint 2. Sincerely Apologize 3. Take action to make things right 4. Thank the guest 5. Document the complaint

  14. a note on fairness: Fairness is on another planet

  15. number three: live it “We need to distinguish between the values and visions to which we give lip service and those that are truly the basis for our actions” - Sam Keen, Hymns to an Unknown God

  16. systems should support great service Mission/Vision Values Systems Culture Results • Why have systems? • Systems should lead to better service!!!!

  17. number four: measure it • Systems role in customer service • In order to gauge how well systems are operating, you have to measure their effectiveness • Examples of customer service measurement tools: • “Code Red” • “Code Green”

  18. number five: reward it • Professional Advancement • Group Rewards

  19. QUESTION: What does your organization do to reward great customer service? How can they do it better?

  20. original training feedback Extremely positive Too Short- more time needs to be dedicated to CS training “Systems in the Way” needs to be better highlighted More time for role playing Need to make sure that there is continuing education, forms in library for staff, reminders,....etc

  21. thank you! • Vanessa Uribe, El Dorado County Law Library • edlawlibrary@gmail.com, 530-621-6423

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