service, smiles and support
DESCRIPTION
Customer Service presentation given by Sarah Sogigian and Deb Hoadley, MA Library System Advisors.TRANSCRIPT
Service, Smiles, and
SupportHow the Experience You Provide Creates Support For the Future
Presented bySarah Sogigian
And Deborah Hoadley
MLS Advisors
04/12/2023S. Sogigian & D. Hoadley, MA Library System
Why Customer Experience?(Objectives for Today)
Who are my stakeholders? (1 min exercise)
What’s so important about great service?
Does the quality of service we provide matter, or should we focus on the answer?
Should the service we provide our students vs. faculty be the same, or is one group more important than the other?
04/12/2023S. Sogigian & D. Hoadley, MA Library System
The Customer is ALWAYS Right
Are they?
Are there consequences? Will the library close or cut hours, lose funding, or lose staff if the customer doesn’t come back?
What may have been lost or missed because the service was “just good enough”?
Who is doing the serving? Do you have the right staff mix?
04/12/2023S. Sogigian & D. Hoadley, MA Library System
04/12/2023S. Sogigian & D. Hoadley, MA Library System
Pros and Cons
What are the pros to offering great service?
What are the cons? (come on, be honest!)
04/12/2023S. Sogigian & D. Hoadley, MA Library System
Shifting Focus from Services Provided to Experience Given
Remember Who are you serving (stakeholders)? What product(s) are you “selling”? How do you want them to experience
this? When they are not at the library,
how do you want them to feel about the library?
04/12/2023S. Sogigian & D. Hoadley, MA Library System
Services Model (adapted from the Darien Library: Extreme Customer Service)
“Service is: A flawless product delivered exactly as a member wants in an environment that is caring.” Joseph A. Michelli The Customer Service Matrix
Standard Extended Innovative
Individual Customer Service
The Library as Service Provider
Service to the Community/College
Leadership in the Community/College
04/12/2023S. Sogigian & D. Hoadley, MA Library System
Service for all! Service from all!
Regardless of position, great service is and should be expected of everyone who works in the library.
There are no degreed vs. non degreed librarians. A person who works in a library is a librarian.
Patron demand forces us to re-examine how we treat each patron. Will they go somewhere else if they are unhappy with the service they receive? Would you?
04/12/2023S. Sogigian & D. Hoadley, MA Library System
Group Work
04/12/2023S. Sogigian & D. Hoadley, MA Library System
Communications:Verbal & Non-Verbal Cues
Verbal Cues:
How do you greet someone: In person? On the telephone? In an email? In Chat?
In-person conversations – do you get louder during a controversial/combative situation? Are you trying to control the conversation?
Non-verbal Cues:
Do you cross your arms?
Good posture?
Head down (“Can’t you see I am busy?”)
Maintain personal space
Respect other’s personal space
04/12/2023S. Sogigian & D. Hoadley, MA Library System
Making the most of your natural librarian look
Appearance Dressing professionally: The 4 C’s:
Comfortable, Covered, Creative & Clean Name tags just in case your “look” doesn't
give it away. What does your appearance say about
you?
Jargon No need to show off, speak in
layman’s terms. Never assume, be ready to explain.
04/12/2023S. Sogigian & D. Hoadley, MA Library System
Signage
New services!
Hours!
Door decorations!
Do they work? Do people come to a library to read?
04/12/2023S. Sogigian & D. Hoadley, MA Library System
Signage
No Food or Drink
No Cell Phones
No excessive talking
No sleeping
No loud music that we can hear out of your personal headphones
Please enjoy your food and drink before joining us in the library
Please set your cell phones to silent
Go on…you can talk here. No need to whisper
Hey…is that the new Mumford and Sons song?
Do you want a pillow and blanket for your nap? How about a story?
One and Done
04/12/2023S. Sogigian & D. Hoadley, MA Library System
Dealing with Negotiations
Listen, Listen, Listen!
What is it they really want – have you heard this before?
How to get to “yes”.
You don’t have to give them an answer in 30 seconds – time is essential to a good interaction and finding the “perfect” resolution.
Don’t be afraid to ask.
04/12/2023S. Sogigian & D. Hoadley, MA Library System
Hey baby, is that a RFID reader in your pocket or are you just happy to see me?
When a customer gets offensive, you have the right to stand up for yourself.
NEVER confuse customer service with inappropriate behavior.
Maintain a good relationship with security.
Don’t place yourself in a situation that could become potentially dangerous or creepy.
Be aware!
Do you have policies and procedures?
04/12/2023S. Sogigian & D. Hoadley, MA Library System
Maintaining your excellent skills
Acknowledge your staff’s great attitudes at staff meetings.
Highlight difficult situations and work together to find solutions.
Don’t forget your user! Be ready to change your layout, services, the location of the stapler, all to make your library the most inviting space on campus!
You succeed because of what your patrons are doing, NOT because of what you do.
Action Steps: What’s next?
04/12/2023S. Sogigian & D. Hoadley, MA Library System
Reality: Landscape of Libraries are ever-changing
How will you respond?
04/12/2023S. Sogigian & D. Hoadley, MA Library System
Where do I find the resources for this presentation?
MLS Guide
How do we get in touch with you?
Sarah SogigianDeb Hoadley