An Integrated Service ModelDiscovery Service @ EPL

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Ontario Library Association ConferenceJanuary 2016

It started with some questions.

Discovery Service

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Which of these is not like the other?

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Information Services Revisioning

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Linked to our Vision and Focus

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The Discovery Service Team

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Imagine, Incubate, Innovate!

Putting It All Together

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Discovery Services is a single, all-encompassing approach for membership, reference, advisory, referral, digital literacy and technology services… and what underlies it all—Customer Service!

Discovery Services

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Search

Make it Personal

Recommend

Surprise and Delight

Spread the Words

Learn

The Components

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It Was Pretty Much Like This

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Discovery Service

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Customer Service

That’s What It’s All About

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The 5 C’s of Customer Service

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Connect

• Smile & greet

• Take an interest

• Be yourself

Converse

• Understand• Listen • Be curious • Spread the

words

Collaborate

• Play & explore

• Be a team• Share• Learn

together

Create Options

• Find a way to say yes!

• Surprise & delight

• Meet their needs

• Offer creative solutions

Close

• Follow up and follow through

• Confirm satisfaction

• Smile & invite them back

Customer Service –

It’s Personal

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EPL CreatedEPL Delivered

Our Customer Service Training

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It’s Personal: The Video

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Customer Service @ EPL II: It’s Still Personal

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Challenging the Expert Model

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Strategies that apply across the board

No individual database training

Search Strategy Training

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“…a creative, problem-solving process that is collaborative.”Catherine Sheldrick Ross.

Kluegel, K., & Ross, C. (2003). The Reference Interview. Reference & User Services Quarterly, 43(1), 37-43.

Discovery Conversation Training

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We Learn From Each Other, andWe Learn as We Go.

Co-Learning Training

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Engaging Our Staff

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Getting Staff and Managers Onboard

•  Contests•  Forums•  Performance Objectives•  Peer Recognition

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Meet the Roving Rockstar Award

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How Are We Doing?

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Secret Shopper Evaluations“Let you know what is happening ‘in the trenches of you business, at the moment of truth, where your customers meet your frontline teams”

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•  Our Physical Library Environment

•  Overall Customer Experience

•  Staff Identification & Personal Appearance

•  Staff Demeanor

•  Roving and Greeting

What We Evaluate

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•  Digital Literacy

•  Fund Development

•  Recommending

•  Youth Services

•  Membership

Evaluating Through Scenarios

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Now What?So What?

The Follow-Up Questions

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Smile, Smile, Smile!

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Understanding What Our Customers Want

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Incorporating Our Community-Led Service Philosophy

•  Role of our Community Librarians

•  Tracking questions

•  Customer feedback

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2016!What’s Got Us Excited!

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•  Workforce Development Services Intern Report

•  Results of staff confidence survey

•  Service Triage Training

•  De-escalation Training

•  Results of 2015 Secret Shopper visits

What’s Next?

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Louise Reimerlreimer@epl.ca

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