Upload
amanda-perrine
View
227
Download
2
Tags:
Embed Size (px)
DESCRIPTION
Lunch keynote, presented at the Library Management Institute, Philadelphia, PA, 16 June 2014.
Citation preview
You Can’t Teach Nice: Retail Management Strategies for Enhanced Library Customer ServiceAMANDA E. PERRINE, MLIS
2
About Me
3
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
4
5
6
7
8
9
10
11
CONGRATULATIONS!YOU’VE BEEN PROMOTED!
12
Everyone Thinks You’re a Librarian
13
Even the Janitor
Used with permission, Paige Perfect, 2013
14
You Can’t Teach Nice
15
The Right Fit
16
The First Step
17
Customer Service Expectations
18
Satisfied vs. Highly Satisfied Patrons
19
Word of Mouth
20
Poor Experiences
21
What Should We Train On?
CC0 1.0: http://www.publicdomainpictures.net/view-image.php?image=56145&picture=male-teacher-cartoon
22
The Customer Journey
CC0 1.0: http://www.publicdomainpictures.net/view-image.php?image=21318&picture=the-path
23
Learn by Watching
24
The Customer Journey: Before
25
The Customer Journey: After
26
The Moment of Truth
27
A Patron Walks into Your Library
28
The Confused
29
Signage
30
Great Signage
31
Middle of the Journey
32
Time is Relative
33
Perception is Reality
34
Resetting the Patron’s Internal Clock
35
Acknowledge Patrons
36
Just Say Yes
37
The Form Designed to Keep You From Doing the
Stupid Thing That One Guy Did Three Years Ago.
-Clay Shirkey
38
Employee Empowerment
39
Front Liners’ Ideas
40
Aces in Their Places
41
Magic Apron Training
42
Upsell
43
Upsell
44
End of the Journey
45
Learn Patron Names
46
After the Journey
47
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
48
Service Assessment
49
Culture of Assessment
50
Thank you!» Questions?
» Contact Me [email protected] SlideShare:
amandaeperrine LinkedIn:
amandaeperrine