Monday, January 8, 2018

Customer service

What is customer service?
  • Staff interacting positively and delivering the product the customer expects. 
Who are our customers?
  • Customers will depend on the type of library. 
    • School: Teachers, students 
    • Public: General public, parents, adults, children, etc.
    • College: Students, lecturers
    • Special: Specific individuals who would benefit from the library
Three principles of good customer service
  • Listen and act
  • Show positive behaviour 
  • Acknowledge good customer services 
Show positive behaviour 
  • Approachable
  • Attentive
  • Helpful 
  • Considerate
  • Treat others how you wish to be treated 
  • Open body language
  • Eye contact
  • Comfortable relaxed tone 
  • Full attention 
  • Listen without interrupting 
  • Ask questions  
What makes a good listener? 
  • Maintains eye contact
  • Leans towards the customer 
  • Smiles appropriately
  • Ignores (meaningless) distractions 
  • Gives total concentration 
  • Uses encouraging sounds or motions 
    • “Uh, huh”
    • “I see” 
    • “All right” 
    • Nods head 
  • Restates customer’s request 
  • Clarifies customer’s request 
  • Does not interrupt customer
  • Does not finish customer’s sentence 
  • Gives accurate information 
  • Responding positively
  • Checking understanding 
  • Respectful
  • Patient
  • Treat all customers as individuals 
  • Be sure to mention what was done right

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