YOU ALREADY KNOW HOW TO DO THAT:

BEST PRACTICES IN CUSTOMER SERVICE

Michelle DennisHead of Access and Security ServicesHedberg Public LibraryJanesville, WI

3 OPPORTUNITIES

1. LEARN NEW THINGS

2. NETWORK

3. VALIDATE WHAT WE KNOW

PATRON = USER = CUSTOMER ----- SYNONYMOUS

BRAINSTORMING MEANS WE:

WELCOME ALL IDEAS

KEEP OUR INPUT POSITIVE (WRONG & RIGHT)

WE HAVE A SCRIBE

WHAT IS CUSTOMER SERVICE?

• TAKING CARE OF CUSTOMERS’ NEEDS

• HELPING CUSTOMERS UNDERSTAND WHAT THEY WANT

• PLEASANT, POSITIVE SERVICE

• PRODUCTIVE SERVICE (GROWTH FROM PAIN)

• LISTENING TO WHAT CUSTOMERS WANT EVEN IF WE CAN’T MEET THEIR NEED TODAY

• LISTENING IN GENERAL

WHAT IS YOUR BASIC PHILOSOPHY OF CUSTOMER SERVICE?

• TREAT OTHERS AS I WOULD LIKE TO BE TREATED

• WHAT CAN I DO FOR YOU? MAKING AN OFFER

• LISTENING

• MEETING NEEDS, EVEN THOSE THE CUSTOMER IS NOT AWARE OF

• MAKE THEM SMILE

• HELP THEM OBTAIN THE BEST POSSIBLE RESULT

• CUSTOMERS LEAVE MORE SATISFIED THAN WHEN THEY COME IN

i.e. What’s behind the definition?

• ZINGERMAN’S DELI, MINNESOTA: CUSTOMER SERVICE VIDEO

• GIVE THEM THE PICKLE!

• SHEP HYKEN• CONVENIENCE FACTOR BOOK

• RED CARPET SERVICE (NORDSTROM)

• HAVE CUSTOMERS LEAVE SATISFIED, MAINTAIN NORDSTROM’S REPUTATION FOR CUSTOMER SERVICE

• HOW TO TRANSLATE COMMISSION-BASED WORK TO LIBRARIES?

• PERSONAL SHOPPER MODEL, CUSTOMER-CENTERED

• JOY OF CONNECTION IN CUSTOMER SERVICE

• CUSTOMERS DON’T CONNECT TO LIBRARY, THEY CONNECT TO PEOPLE/STAFF IN THEM

Hospitality is Present when something happens FOR you.

It is absent when something happens TO you.

These two simple prepositions – for and to – express it all.

Danny Meyer

How about a staff book discussion on a customer service related topic?

It is education and team building in one.

• PEOPLE REMEMBER HOW YOU MAKE THEM FEEL (NOT WHAT YOU DO OR SAY)

• LET’S GO FIND OUT TOGETHER (NOT “GO OVER THERE”)

• TREAT CO-WORKERS AND CUSTOMERS WITH THE SAME SERVICE (OMAHA PL)

• COMMUNICATION (NO JARGON, PLAIN LANGUAGE)

• RESPECT

• INTEGRITY (IN JOB DUTIES AND WITH POLICIES)

• FLEXIBILITY

• ASSUME POSITIVE INTENT (MATERIALS ARE THE TAX PAYERS)

• ASSUME CUSTOMERS ARE TELLING THE TRUTH UNLESS PROVEN OTHERWISE

• PROBLEM SOLVE TOGETHER WITH THE CUSTOMER, WORK WITHIN POLICIES (RENEW, FOR EXAMPLE)

• BRING IN ANOTHER STAFF PERSON TO BOLSTER SERVICE

Five Universal Truths Of Human Interaction: 1. All people want to be treated with dignity and respect.

2. All people want to be asked rather than told to do something.

3. All people want to be informed as to why they are being asked to do something.

4. All people want to be given options rather than threats.

5. All people want a second chance when they make a mistake.

• PUT MATERIALS IN PEOPLE’S HANDS, NOT ON THE SHELVES

• LISTEN WITH EMPATHY AND RESPECT

• LET GO OF THE HISTORY AND FOCUS ON THE MOMENT

• ACTIVE LISTENING, ACKNOWLEDGE HOW CUSTOMERS FEEL

• STEP AWAY FROM THE SCENE WITH A CUSTOMER TO DIFFUSE EMOTIONS

• AVOID CONFRONTATIONAL BODY LANGUAGE, GIVE EMOTIONS SPACE

• LOWER YOUR VOICE IF APPROACHED WITH A YELLING PATRON

• Q-TIP (QUIT TAKING IT PERSONALLY)

• GIVE UPSET PATRONS PAPER TO RECORD THEIR GRIEVANCE FOR THE DIRECTOR OR MGMT.

• CUSTOMERS MIGHT NEED HELP SHARING THEIR WHOLE STORY OR ALL DETAILS, GO OVER DETAILS TOGETHER TO BE ON THE SAME PAGE

• ASK CUSTOMERS WHAT THEY EXPECT IN ORDER TO MEET THOSE EXPECTATIONS

HOW DO YOU EXCEED CUSTOMER EXPECTATIONS?

The best talent in the world is looking to

belong where they work.

--Danny Meyer

Millennials need two big things: A sense that they are contributing, and An awareness of their upward career path

THANK YOU!

MICHELLE DENNIS

HEAD OF ACCESS AND SECURITY SERVICES

HEDBERG PUBLIC LIBRARY

JANESVILLE, WI

608-758-6610

MDENNIS@HEDBERGPUBLICLIBRARY.ORG