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Exceptional Customer Service
Adrienne Furness
watat.com
Let’s Talk About Me
Agenda
O Policies & Procedures
O Behavior
O Physical Space
Policies and ProceduresLet’s Learn to Love Them
Why We Care
O Articulate values
O Set tone
O Living, useful, and used
Elements of a Good Policy
O Introduction/scope
O Clear, concise, positive, active language
O Make sense
O Match practice
O Legally sound
O Review process
O Support your mission
Where to Start
O Audit
O Concentrate on 2-3
policies per year
O Teams of
stakeholders
O Designate an editor
O Use letterhead
Clear, Concise, Positive, Active Language
Problems?
“Patrons may not interfere with the staff’s
performance of duties. This includes
engaging in extended conversation or
behavior that engages or forces the
attention of staff for an an inappropriate
period of time, inappropriate personal
comments, sexual advances, or physical
and/or verbal harassment.”
Other Considerations
O The passive voice will not be used.
O Don’t get all fancy.
O Use awesome words like we, us,
community, families, people.
O Stop saying library all the time.
O Read it out loud.
Ask Why
Questions?
BehaviorThe Good Kind
Why?
Turn a Transaction Into a Conversation
More Ways to Transform Transactions
O Open a few minutes early.
O No closing announcement.
O Hand-written notes.
Questions?
Physical SpaceLooking Good and Loving It
Think before you sign.
Three Steps to Better Signs
O One person is in charge of signs.
O Take down ALL paper signs.
O Only put back up what you need.
Clean
No More Golf Pencils
Things That Make People Comfortable
O Chairs
O Scrap paper
O Basic office supplies
O Tissues
O Hand sanitizer
O Diapers/wet wipes
O Other ideas?
Questions?
Exceptional Customer Service
Adrienne Furness
watat.com
