presented by: dorothy hargett – librarian, head of access services regent university library
Post on 04-Jan-2016
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Training Day: Growing Workers to Serve with Excellence
Presented by: Dorothy Hargett – Librarian, Head of Access Services
Regent University Library
Common mistakes made when supervising public service providers and offer suggestions for avoiding and overcoming these issues.
We will discuss the importance of establishing clear guidelines and a relevant path of communication.
View and discuss short video clips that provide re-enactments of actual interactions between staff and customers.
Discussion Points
Everybody is Talking About It!
Anybody who says they don’t need customer service training
definitely needs customer service training.
Who Needs it?...We all Do!
Learning is not attained by chance, it must be sought for with ardor and attended to with diligence. Abigail Adams
This is what learning is. You suddenly understand something you’ve understood all your life, but in a new way. Doris Lessing
Quote
Over 50 percent said that customer service was not a high priority.
The Library Survey
Amazed
Heavenly……Really?????
Wings of an Angel
The Key
The Key
Presentation is the Key
Baby – PRESENTATION IS THE KEY
WHAT??
The RCL EFFECT
◦Respect◦Communication◦Listen
The RCL Effect
RESPECT
Harvard Business Review(HBR) – study of 20,000 employees say respect is what they want most.
Those that get respect from their leaders reported 56% better health and well-being
RESPECT
No other leader behavior had a bigger effect on employees across the outcomes that were measured. Being treated with respect was more important to employees than recognition and appreciation.
RESPECT – HAVARD BUSINESS REVIEW STUDY
When in doubt ask for clarification
Be specific
COMMUNICATE
What Just Happened???
Tota
lly
confu
sed
Don’t try and fix it or give advice—just listen.
Be attentive and focus on what the person is really saying.
LISTEN
Nail in head vide
LISTEN
Gallup Poll A Gallup poll of more 1 million
employed U.S. workers concluded that the No. 1 reason people quit their jobs is a bad boss or immediate supervisor. "People are quitting their bosses not their companies.”
He doesn’t know it yet but
something needs to
change…will you tell him?
More importantly how
will you tell him?
NO FOOD ALLOWED
These containers…..
are not spill-proof x
Please dispose of these types of containers before entering the library. Thank you
No Cell Phones
HOW MANY TIMES DO I HAVE TO TELL YOU TO BE QUIET!
Yes You Can!
A Cup of CoffeeCell PhonesTalking FloorCoffee ShopsLonger hours New Technology
ReliableTimelyExcellentMemorable
What is Customer Service?
I LOVE MY JOB! CAN’T YOU TELL!
Serves the Community
The Patron ReturnsJobs are Saved
Why in Libraries?
INATTENTIVE
ATTENTIVE
DISTRACTED
Are you Finished Yet?
“Customers don’t care what you know until they know that you care.”
Digital Equipment Company
An unhappy customer remembers the incident for 23 and a half years and talks about it for 18 months.
US Office of Consumer Affairs
Experience
Shout it from the Mountain Top
“When a customer has a bad experience, they tell 10 people. When they have a good experience, they tell two.”
unknown
No! I can’t do your research!
YOU’RE SCARING ME!
Saying I don’t know, without offering to find a answer
Arguing====It takes twoBeing Mr. Knowitall
Avoid
Be professional/Greeting often begins before the patron reaches the desk.
Acknowledge patrons immediately, even if
you can’t help them right away.
Be calm and positive—no matter how angry the patron gets.
The customer isn’t always right but should always be respected
Customer Service Tips
Your Library becomes Patron’s choice
Enhances Security measures
Increases morale and cohesiveness among staff
Your knowledgeable attitude reflects back to patrons
Why Is Continuous Training Important?
Training is important…….
Because this lady just walked away totally confused.
Miss! Can I check this book out
Presentation is the Key!
The RCL EFFECTRespectCommunicateListen
Every Customer is Valuable
Remember!
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