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

• Zingerman’s Delicatessen, Ann Arbor Michigan

• ZingTrain

• In Person Customer Service Training

bringing it back to the library

building a culture of customer service

1. TEACH IT

2. DEFINE IT

3. LIVE IT

4. MEASURE IT

5. REWARD IT

service culture assessment

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)

number two: define It

Question:

• What does great customer service look like at your organization?

defining it........continued

Two Parts:

•The Positive: The steps to providing great

service

•The Negative: The steps to handling customer

complaints

defining great customer service: three steps

1. Figure out what the

guest wants

2. Get it for them

3. Go the “Extra Mile”

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

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

a note on fairness:

Fairness is on another planet

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

systems should support great service

Why have systems?

• Systems should lead to better service!!!!

Mission/Vision

Values

Culture Systems

Results

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”

number five: reward it

• Professional Advancement

• Group Rewards

QUESTION:

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

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

thank you!

Vanessa Uribe, El Dorado County Law Library

edlawlibrary@gmail.com, 530-621-6423