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

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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?

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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

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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 any more assistance

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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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REFERENCES Bayer, 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.

Weingand, D. E. (1997). Customer service excellence: A concise guide for librarians. Chicago: American Library Association.

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CONTACT INFORMATION

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SETI KESHMIRIPOUR Service Desk Specialist – Access Services Setareh.Keshmiripour@unt.edu

EMILY PEEBLES Graduate Library Assistant – Access Services Emily.Peebles@unt.edu