Can’t You Read?!?!Customer Service with Trust and Compassion

(or How a New Librarian was devoured by a Monster!)

Clarksville Branch Library

Tax Forms (not the Monster)

“Where are the Tax Forms?”

“Can’t You Read!?!”

Fundamental Attribution

Error (FAE Monster)

Fruit Loops Dad is a JERK!

Pudding Dad just had a Bad Day.

“Refers to the tendency to over estimate the internal and

underestimate the external factors when explaining the

behaviors of others.  This may be a result of our tendency to pay more attention to the situation

rather than to the individual and is especially true when we know

little about the other person.”

Exceptional Customer

Service can fall prey to the FAE Monster!

FAE Monster Obstructs Customer Service

Trust patrons’ actions are noble.

Trust + Compassion

Later at Lunch

“Kevin, what if they couldn’t

read?”

Don’t be Devoured!

Beware of the FAE Monster!

Thanks - Kevin King

kevink@kpl.gov