How to say no by saying yes

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Post on 02-Dec-2014

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Leadership & Management

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Using listening skills to improve relationships.

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  • 1. How to Say No by Saying Yes Improving Customer Service Through Listening By Kayci Barnett CAL Para-librarian conference 2014

2. Ice Breakers 3. My Library Experience: Bachelors in Anthropology and a Minor in film I started working at a library because I figured if I went to grad school I would have experience working at a library After several years of soul searching I discovered that I really loved working in the library After I was hired as a circulation team leader, I decided to go for my MLS, and received it in May 2013. Circulation Manager for Pueblo City County Library District since July 2013 4. Your Library Experience: work on the front lines? feel like customer service is a big part of your job? feel pulled in several directions? have to enforce policies that your customers dont like? plan on staying in libraries? 5. What is the most important skill all Para-Librarians could utilize no matter their position in the library? Listening 6. Goals of this presentation: understand the importance of listening learn the techniques of attentive listening improve customer service skills 7. The Importance of Attentive Listening Why its worth the effort it takes to change. 8. The higher your position the more important your interpersonal skills become. 9. Listening is a transferable skill 10. Listening improves the quality of all your relationships. 11. Attentive listening improves your customer service. 12. Attentive listening reduces stress. 13. If listening has so many great benefits, why is it so hard? Roadblocks to listening 14. Noisy atmosphere 15. Prejudice 16. Our own agenda. 17. Multi tasking/Distractions 18. Speaking more prestigious. 19. Bad habits 20. Think faster than people speak. How we communicate Infographic by Kristin Piombino facts: We listen to people at a rate of 125-250 words per minute, but think at 1,000-3,000 words per minute. Less than 2 percent of people have had any formal education on how to listen. Images go into your long term memory, whereas words live in your short term memory. 21. Steps to better listening By a reformed pathetic listener 22. Stop whatever you are doing 23. Prepare to listen by taking a deep breath 24. Give the speaker your full attention. 25. Listen carefully to what they are saying, and body language if possible. 26. When theyve finished paraphrase to ensure youve heard them correctly. 27. Pin your interruptions. 28. Dont give advice, unless paid or asked. 29. Practice 30. Steps to Attentive Listening 31. Listening and Customer Service How to say no by saying yes. 32. Customers want 3 things: The thing I came for Respect Empathy 33. Empathy Paraphrasing what the customer said will give you a chance to say YES to at least one thing their feelings. 34. Respect Stopping what you are doing and giving them your full attention, makes the speaker feel respected. 35. The thing they came for Respond with I statements: Im going to I wish I could, but I can Id be thrilled to 36. Listening in tough conditions 37. Experience didnt match their expectation 38. Steps to Attentive Listening 39. Listen for their message not their delivery 40. Is their anything else? 41. Create a tally board for customers that came in angry, but left happy. 42. Redirecting Ramblers 43. Role Playing Customer Service A colleague rings for help, and you come out to see a long line of customers. A customer asks if you will type up their resume for them. A customer owes late fees, and wants you to waive the charges. Your ideas 44. For Further Study 45. Great books to improve your listening and customer service Nonviolent Communication by Marshall Rosenberg, PhD Peace is Every Step: The Path of Mindfulness in Everyday Life by Thich Nhat Hanh Great Customer Connections by Richard Gallagher The Zen of Listening by Rebecca Shafir, M.A. CCC 46. Thank you for listening!!! Questions or Comments? The End