customer care
DESCRIPTION
a visual presentation to accompany specific library related customer service trainingTRANSCRIPT
![Page 1: Customer Care](https://reader036.vdocuments.us/reader036/viewer/2022081507/555645b8d8b42aa41e8b4739/html5/thumbnails/1.jpg)
Customer Care
![Page 2: Customer Care](https://reader036.vdocuments.us/reader036/viewer/2022081507/555645b8d8b42aa41e8b4739/html5/thumbnails/2.jpg)
Our Mission
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We are in the business of satisfying the customer’s need to know…
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.
![Page 5: Customer Care](https://reader036.vdocuments.us/reader036/viewer/2022081507/555645b8d8b42aa41e8b4739/html5/thumbnails/5.jpg)
Perceptionof
ServicePerceived
Service
Dimensions of Service Quality
TangiblesReliabilityResponsiveness CompetenceCourtesyCredibilitySecurityAccessCommunicationUnderstanding Empathy
ExpectedService
Marketing
Personal
Needs
Past Experience
Word of Mouth
Service Quality
![Page 6: Customer Care](https://reader036.vdocuments.us/reader036/viewer/2022081507/555645b8d8b42aa41e8b4739/html5/thumbnails/6.jpg)
![Page 7: Customer Care](https://reader036.vdocuments.us/reader036/viewer/2022081507/555645b8d8b42aa41e8b4739/html5/thumbnails/7.jpg)
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Bridging Perceptual
Gaps
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Aoccdrnig to rscheearch at Cmabrigde Uinervtisy, it deosn't mttaer inwaht oredr the ltteers in a wrod are, the olny iprmoatnt tihng is taht the frist and lsat ltteer be in the rghit pclae. The rset can be a taotl mses and you can sitll raed it wouthit a porbelm. Tihs is bcuseae the huamn mnid deos not raed ervey lteter by istlef, but the wrod as a wlohe.
![Page 10: Customer Care](https://reader036.vdocuments.us/reader036/viewer/2022081507/555645b8d8b42aa41e8b4739/html5/thumbnails/10.jpg)
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Bridging Perceptual Gaps
•Be clear about intentions
•Be certain actions match intentions
Check for understanding
![Page 13: Customer Care](https://reader036.vdocuments.us/reader036/viewer/2022081507/555645b8d8b42aa41e8b4739/html5/thumbnails/13.jpg)
Bridging Perceptual Gaps
•listen carefully beyond biases
•consider the intentions of the sender
•do not make assumptions
Check for understanding
![Page 14: Customer Care](https://reader036.vdocuments.us/reader036/viewer/2022081507/555645b8d8b42aa41e8b4739/html5/thumbnails/14.jpg)
Here’s what I heard you say. Is that correct?
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Things we want to get right
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Body language
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Focus
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Active listening
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Be Responsive
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2. excellence of manners or social conduct; polite behavior.
1. a courteous, respectful, or considerate act or expression.
Cour.te.sy [kur-tuh-see]
Be courteous
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They have to know we care
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Look through your customer's eyes. Are you the solution provider or part of the problem? Marlene Blaszczyk
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Successful Telephone Practices
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Eagle BranchLibrary.
Syaron speaking.How may I help
you?
Yes, I need information
aboutJapanese
animation.
Successful Telephone Practices
![Page 26: Customer Care](https://reader036.vdocuments.us/reader036/viewer/2022081507/555645b8d8b42aa41e8b4739/html5/thumbnails/26.jpg)
I’m sorry.I don’t have that
informationhere.
Successful Telephone Practices
![Page 27: Customer Care](https://reader036.vdocuments.us/reader036/viewer/2022081507/555645b8d8b42aa41e8b4739/html5/thumbnails/27.jpg)
Would you like me to connect you with that department?
Yes,please!
Successful Telephone Practices
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Successful Telephone Practices
Central Library.History Dept.This is Anju speaking.
How may I help you?
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Successful Telephone Practices
I have a transferfor you.
Bye!
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Successful Telephone Practices
Central Library.History Dept.This is Anju speaking.
How may I help you?
I amwaiting for my
information!
![Page 31: Customer Care](https://reader036.vdocuments.us/reader036/viewer/2022081507/555645b8d8b42aa41e8b4739/html5/thumbnails/31.jpg)
Successful Telephone Practices
? ! ? Huh?
![Page 32: Customer Care](https://reader036.vdocuments.us/reader036/viewer/2022081507/555645b8d8b42aa41e8b4739/html5/thumbnails/32.jpg)
How do we prevent this?
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“A man without a smiling face must not open a shop.”