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 

Approachability 

• Open body language
• Eye contact
• Comfortable relaxed tone 

Attentiveness 

• 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 

Helpfulness 

• Gives accurate information 
• Responding positively
• Checking understanding 

Consideration

• Respectful
• Patient
• Treat all customers as individuals 

Acknowledgement 

• Be sure to mention what was done right