Montana State Library Workshop Polson, September 2016

Lauren McMullen

Creating a Culture of Customer Service

Creating a Culture of Customer Service MSL Workshops, September 14, 2016

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Physical Place

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How do people find the library?

Creating a Culture of Customer Service MSL Workshops, September 14, 2016

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Is your library welcoming?

Creating a Culture of Customer Service MSL Workshops, September 14, 2016

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Access?

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Signage

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Services and Programs

Online place

Program registration – easy or complicated?

Library card process

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People

Creating a Culture of Customer Service MSL Workshops, September 14, 2016

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Skills and Behaviors

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Attitude•Remember that every customer deserves your thanks• “How may I exceed your expectations today?” •No excuses!

Creating a Culture of Customer Service MSL Workshops, September 14, 2016

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Don’t let obstacles get in the way• Fear of bending rules•Bad days• Scheduling

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Creating the Culture•Customer focus as an organizational competency• Identify best practices•Make sure everyone knows•Clarify expectations

•Policies and procedures that put the customer first

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What can we do?• The customer first!•Continuous improvement• Focus and accountability• Talk and share•Positive image•Good judgement

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Resources & References• WebJunction – archived webinars, courses, documents: http://

www.webjunction.org/explore-topics/customer-services.html VanDuinkerken, Wyoma. Leading Libraries: how to create a service culture. • Wheeler, Michael. The Art of Negotiation.• Montana State Library Professional Development Collection

resources: http://mtsc.sdp.sirsi.net/client/en_US/MSL/search/results?qu=customer+service&te=&lm=MSL

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Image credits• Lumber camp library: http://

mtmemory.org/cdm/ref/collection/p16013coll27/id/3470 • Carnegie Library: http://mtmemory.org/cdm/ref/collection/p103401cmhp/id/2532• Clock: https://openclipart.org/detail/191524/clock • People: http://www.techipedia.com/2014/customer-service-social-marketing/ • Attitude and gratitude:

http://rishona.net/2012/03/11/outlook-means-everything/attitude-gratitude/ • Culture: http://wikisobrewiki.wikispaces.com/%C2%BFQu%C3%A9+es+una+wiki%3F

• Customer service: http://l-orem.com/culture_mapping/ • All other images: creative commons licensed