Oh, Darn!

How am I Going to Answer That Question?

Troubleshooting Techniques for more Effective Customer Service

Kris KenneyInformation Services Manager

Freya & Lily

If you build a great experience, customers tell each other about that. Word of mouth is very powerful.

Jeff Bezos, CEO Amazon.com

How do we do that?

Gather Information

What types of questions are people asking?

What is important to know?

How do we provide added value?

Where do we find information?*

Library Newsletter

Library Website

Staff Intranet

*Write it to remember it

Newsletter

• Promotions• People• Hot Topics• Programs• Classes• Library News

WebsiteUse the

Site Search

Be familiar with

Research Resources, My Media

Mall, library events, etc.

IntranetUse the

Site Search

Be familiar with other

departments, library

activities, training

opportunities.

MILLENNIUM nextreads.comdeskcirc/read login:adminisd/value psd: p@lat!n3ne

INTRANETPalatinelibraryb3zt5taff

Palatineitinstruction.wikispaces.com

Closing Procedure Refresh Displays Turn off lights behind desk Turn off catalog computers Turn off monitors Lock cash drawer and put key in office Walkie talkie, take in back, turn off,

recharge Check to make sure office area is locked

up

Write it to remember it

Library Card Raffle

Questions?

It’s not that type of question

Computer Questions

eReaders

Stuff I just don’t know

Computer Questions

Most programs have a happy blue icon somewhere on the screen.

Click it!It’s there to help

Use the Site Search

Google

• eReader/Overdrive error messages

• Misheard/misunderstood titles

• Check other libraries (programs, materials,

databases)

Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong.

Donald Porter, V.P. British Airways

You can ask for help

I still need help!

Helping people to do more for themselves is far better than mere giving.

Henry Ford, Ford Motor Company

When we help others, we help ourselves

Helping others gives us a sense of belonging

If you keep asking others to give you the benefit of the doubt, they’ll eventually start to doubt your benefit.

Despair.com

Individual commitment to a group effort is what makes a team work

When all else fails…

You can use a positive turn of phrase

Turn of Phrase

Instead of I don’t knowTry Let me find out for

you.

Instead of It’s over thereTry Follow me. I’ll show

you.

Instead of I can’t do thatTry What I can do is…

Listen not merely to what is said but to the tone of voice in which it is said.

Chinese Proverb

How does all this help build a better experience for our patrons?

I feel like Norm walking into Cheers – Puppies!

They let me share stories about my dogs

They smile at me and make me feel special

I walk away feeling good and wanting to go back.

Techniques We Learned

Using the newsletter, website and intranet

Taking notes

Using help screens

Using Google

Asking other staff members

Using a positive tone and turn of phrase

Specific example you would like to share?