PatronSelf-Sufficiency

Teaching Patrons How to Fish

Presented byJenny Thurman and Eva Webster

What is Patron Self-Sufficiency?

“Give someone a fish and you feed them for a day.

Teach them to fish and you feed them for a lifetime.”

Customer Service Goals:

Improve communication and instructional skills.

Expand knowledge of self-help options available to patrons.

Always remember to focus on patron’s experience.

We Should: Explain what we are doing as

we do it Ask if patrons would like to

learn how to do it themselves Make sure our patrons are

aware of their options

We Should Not: Expect patrons to do

everything themselves Refuse to give the help they

want and need

Three Ways We Help Patrons:

Navigation Demonstrating Skills Offering Information About Policies and

Opportunities

Navigation:

Remember that Patrons often feel overwhelmed and lost when they first arrive or try a service for the first time.

We are their guide.

Practice: What kinds of questions do you get asked? How do you answer?

Tips For Answering Navigation Questions:

Don’t (Just) Point Ask Questions Get Clarification Be Descriptive Be Clear Be Concise Include Landmarks Include Instructions Follow-up

Demonstrating Skills

Remember that when you are trying something new, you don’t always know where to start, it can be difficult to identify problems and solutions, and you often feel incapable of completing the task.

It’s our job to help patrons get on the right path and build up their confidence.

Tips for Demonstrating Skills:

Don’t Just Tell Them Where

Show Them How! Focus on Hands on

Learning Give Them

Opportunities to Practice

Avoid (or Explain) Technical Terms

Offering Information About Policies and Opportunities:

Remember that patrons’ ability to fish for themselves is hampered not only by lack of knowledge but also because an excess of information takes time to sort through.

It’s our job to help point out the bits of knowledge they might find most useful.

Tips For Informing Patrons About Policies and Opportunities:

Don’t Assume Ask Questions Get Clarification

Be Observant of Tone Body Language Phrasing

Offer Information Don’t Wait to Be Asked Don’t Give Too Much at

Once

Online Services – What do They Look Like?

Logging In To Your Account

Reviewing Your Account

Paying Your Bills

Other Options

Changing Your Pin

Updating Your Contact Information

Good Advice no Matter the Situation:

Don’t Assume

Don’t (Just) Point

Don’t (Just) Give Them the Tools

Ask Questions Get Clarification

Be Descriptive Follow-up

Make Sure They Know How to Use Them

Focus on Hands On Experience

Good Advice no Matter the Situation:

Be observant of the patron’s Tone Body Language Phrasing

Think about how they might react

Adjust your tone, body language, and phrasing accordingly.

The End

Thank You for Coming