You Can’t Teach Nice: Retail Management Strategies for Enhanced Library Customer Service

You Can’t Teach Nice: Retail Management Strategies for Enhanced Library Customer ServiceAMANDA E. PERRINE, MLIS

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About Me

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The Tale of the Microfiche

*In order to protect the guilty, models were used for the following images.

“Plats för skanning av microfiche för Genline hos Släktforskarnas hus i Leksand” by Edaen is licensed under cc-by-3.0

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CONGRATULATIONS!YOU’VE BEEN PROMOTED!

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Everyone Thinks You’re a Librarian

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Even the Janitor

Used with permission, Paige Perfect, 2013

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You Can’t Teach Nice

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The Right Fit

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The First Step

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Customer Service Expectations

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Satisfied vs. Highly Satisfied Patrons

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Word of Mouth

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Poor Experiences

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What Should We Train On?

CC0 1.0: http://www.publicdomainpictures.net/view-image.php?image=56145&picture=male-teacher-cartoon

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The Customer Journey

CC0 1.0: http://www.publicdomainpictures.net/view-image.php?image=21318&picture=the-path

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Learn by Watching

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The Customer Journey: Before

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The Customer Journey: After

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The Moment of Truth

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A Patron Walks into Your Library

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The Confused

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Signage

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Great Signage

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Middle of the Journey

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Time is Relative

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Perception is Reality

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Resetting the Patron’s Internal Clock

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Acknowledge Patrons

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Just Say Yes

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The Form Designed to Keep You From Doing the

Stupid Thing That One Guy Did Three Years Ago.

-Clay Shirkey

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Employee Empowerment

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Front Liners’ Ideas

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Aces in Their Places

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Magic Apron Training

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Upsell

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Upsell

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End of the Journey

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Learn Patron Names

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After the Journey

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Coaching» What, Why

What You Did Why it Was Good

» What, What, Why What You Did What You Should Have

Done Why You Should Have

Done it Differently

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Service Assessment

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Culture of Assessment

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Thank you!» Questions?

» Contact Me aeacquar@syr.edu SlideShare:

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