Customer service in the library
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Transcript of Customer service in the library
CUSTOMER SERVICE IN THE LIBRARY
Seti Keshmiripour
Emily Peebles
UNT Libraries – Access Services
December 2014
WHAT IS CUSTOMER SERVICE?
Customer service is providing service to library patrons by librarians, staff, and student employees Understanding patrons’ needs
Assisting patrons
Satisfying their expectations
Who can be a patron? External – Students, Staff, Faculty, & Community members
Internal – Library employees
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THE IMPORTANCE OF CUSTOMER SERVICE
Improves patron satisfaction
Increases usage and retention
Ensures reliability, consistency, and accuracy Opening and closing on time
Consistency in implementing policies and procedures
Providing correct information
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CUSTOMER SATISFACTION
Long Lasting Negative
Impression
Poor Quality Service
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Long Lasting Positive
Impression
Good Quality Service
VS.
Attitudes Leave Impressions
EXCELLENT CUSTOMER SERVICE
Going above and beyond to exceed patrons’ expectations
Being empathetic, caring, and attentive
Providing high quality service in a timely manner
Having extensive knowledge of ALL library services
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SERVICE DESK ETIQUETTE
Appearance Dress code
Approachability Positive attitude Smile & eye contact Greeting
Communication Tone of voice Word choice
Managing difficult situations
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APPEARANCE
Dress code Professional and appropriate
No revealing clothing
No hats, flip flops, or bare feet
No clothing with offensive slogans
No gym clothes or pajama pants
Keep the service desk neat, clean, and organized
No food, drinks, or cell phones CUSTOMER SERVICE IN THE LIBRARY / 7
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APPROACHABILITY
Maintain a positive and enthusiastic attitude
Make eye contact No social media or homework
Smile
Make patrons feel welcome
Keep staff conversations to a minimum
Greet patrons with conversation starters How may I help you today? Did you find what you were looking for?CUSTOMER SERVICE IN THE LIBRARY / 8
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COMMUNICATION
Listen carefully
All questions are relevant
Respect patrons
Tone of voice Speak clearly and politely
Do not respond sarcastically
Do not speak loudly
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COMMUNICATION CONT’D
Word choice Thank patrons for their questions and feedback Explain library policies and procedures Do not say “you have to” or “you need to”
Instead of saying “I don’t know,” refer patron to someone who has the information Do not use library jargon Ask if you can help with anything else Respond to their “thank you” with You’re welcome
My pleasure
That’s why we’re here
Anytime
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DIFFICULT SITUATIONS Listen carefully
Empathize with the patron
Maintain a calm demeanor
Explain why there is a problem and how you are going to fix it
Excuse yourself politely if a patron is talking too long
Learn from your challenging experiences
Don’t hesitate to ask for a full timer’s help
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ADA COMPLIANCE
Do
• Listen carefully to their desired
needs
• Exercise patience and
understanding
• Know the location and use of
special equipment
Do Not
• Assume you know their
disability—many disabilities are
not visible
• Touch service animals or
equipment without permission
• Hesitate to ask a full timer if you
are unsure of what to do
CUSTOMER SERVICE IN THE LIBRARY / 12
When Interacting with Patrons with Disabilities
ANSWERING THE PHONE
Let the patron know the department they’ve reached, who they are talking to, and then offer assistance “UNT libraries, this is [name]. How may I help you?”
Maintain a positive and professional tone of voice
Explain what you’re doing while you’re doing it
Exercise patience
Don’t hang up if the connection is bad “Sorry, I can’t hear you very well. Will you please call us back?”
End the phone call by asking if they need
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RESPONDING VIA EMAIL
Start with greeting the patron
Use gender neutral greetings “Dear Patron” or “Dear [Patron’s Name]”
Thank patrons for their comments or questions
Use polite, objective, and professional language
Give step-by-step instructions (include screen shots)
Provide links to mentioned services
Assure patrons that they can contact you with any other questions
Proofread
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CONCLUDING REMARKS
By providing equal services, every patron feels valued
Advances patrons’ education and learning
Decreases library anxiety
Increases student retention
Improves patrons’ opinions of libraries
Boosts library values
Enhances library and university reputation
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REFERENCESBayer, J. & Llewellyn, S. (2011). The customer comes first: Implementing a
customer service program at the university of Minnesota, twin cities libraries. Journal of Access Services, 8(4), 157-189. doi:10.1080/15367967.2011.593419
Florida Library Webinars. (2014, August 4). Think & do improving customer relationships: Customer service at the library, Cultivating loyal library customers [Video file]. Retrieved from https://www.youtube.com/watch?v=tDe4G8XNgYU
Hasty, D. F. (2004). Applying fourth generation management to access services: Reinventing customer service and process management. Journal of Access Services, 2(3), 21-42. doi:10.1300/J204v02n03_03
Hernon, P. & Whitman, J. R. (2001). Delivering satisfaction and service quality: A customer-based approach for libraries. Chicago: American Library Association.
Ontario Education Services Corporation. Tips on serving customers with disabilities [PDF document]. Retrieved from http://www.alcdsb.on.ca/aboutus/pdf/accessibility/accessibilitytipbooklet.pdf
Soete, G. J. (1998). Customer service programs in ARL libraries: A SPEC kit. Washington, DC: Association of Research Libraries, Office of Leadership and Management Services.
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CONTACT INFORMATION
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SETI KESHMIRIPOURService Desk Specialist – Access [email protected]
EMILY PEEBLESGraduate Library Assistant – Access [email protected]