customer service training. opening the door public areas
TRANSCRIPT
![Page 1: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/1.jpg)
Customer Service Training
![Page 2: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/2.jpg)
Opening the Door
![Page 3: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/3.jpg)
Public Areas
![Page 4: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/4.jpg)
Facial Expression
![Page 5: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/5.jpg)
Style of Dress
![Page 6: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/6.jpg)
Tool 1: Attitude
![Page 7: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/7.jpg)
Tool 1: Attitude•Powerful tool
![Page 8: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/8.jpg)
Tool 1: Attitude•Powerful tool•Can elicit a similar reaction from our customers
![Page 9: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/9.jpg)
Tool 1: Attitude•Powerful tool•Can elicit a similar reaction
from our customers•Feel it or Fake it!
![Page 10: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/10.jpg)
Tool 2: Body Language &
Attentiveness
![Page 11: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/11.jpg)
Tool 2: Body Language &
Attentiveness• Make eye contact
![Page 12: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/12.jpg)
Tool 2: Body Language &
Attentiveness• Make eye contact• Smile
![Page 13: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/13.jpg)
Tool 2: Body Language &
Attentiveness• Make eye contact• Smile• Stop what you are doing and
face the customer
![Page 14: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/14.jpg)
Tool 2: Body Language &
Attentiveness• Make eye contact• Smile• Stop what you are doing and face the
customer• Sit up in your chair or stand up
![Page 15: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/15.jpg)
Tool 2: Body Language &
Attentiveness• Make eye contact• Smile• Stop what you are doing and face the
customer• Sit up in your chair or stand up• Lean slightly towards the
customer
![Page 16: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/16.jpg)
Tool 2: Body Language &
Attentiveness• Make eye contact• Smile• Stop what you are doing and face the
customer• Sit up in your chair or stand up• Lean slightly towards the customer• Listen to what they are saying
![Page 17: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/17.jpg)
![Page 18: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/18.jpg)
![Page 19: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/19.jpg)
Tool 3: Words & Tone of Voice
![Page 20: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/20.jpg)
Words• Use words that can be easily
understood by our customers
![Page 21: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/21.jpg)
Words• Use words that can be easily
understood by our customers• Library jargon does not always
make sense to our customers
![Page 22: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/22.jpg)
Tone of Voice• Make sure your tone is not
condescending
![Page 23: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/23.jpg)
Tone of Voice• Make sure your tone is not
condescending• Make sure your voice is
energetic and clear
![Page 24: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/24.jpg)
Tone of Voice• Make sure your tone is not
condescending• Make sure your voice is energetic
and clear• Make sure you sound interested
in helping the customer
![Page 25: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/25.jpg)
Tone of Voice• Make sure your tone is not
condescending• Make sure your voice is energetic
and clear• Make sure you sound interested in
helping the customer• Make sure you are conveying the
right emotions with your tone
![Page 26: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/26.jpg)
Remember to Smile!
![Page 27: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/27.jpg)
Helpful Phrases• Were you aware that you have some charges
(overdue items, etc.) on your account?• I/we can…• Would please…• It would be best if…• Please tell me…• I’m not sure. Let me check…• May I have…• I/we will…• How may I help you?
![Page 28: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/28.jpg)
Conclusion
![Page 29: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/29.jpg)
Communication
![Page 30: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/30.jpg)
Stages in Communicating with Customers
![Page 31: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/31.jpg)
Stages in Communicating with Customers
• Setting the Stage
![Page 32: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/32.jpg)
Stages in Communicating with Customers
• Setting the Stage
• Listening
![Page 33: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/33.jpg)
Stages in Communicating with Customers
• Setting the Stage
• Listening
• Reframing & Interpreting the Question
![Page 34: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/34.jpg)
Stages in Communicating with Customers
• Setting the Stage
• Listening
• Reframing & Interpreting the Question
• Responding
![Page 35: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/35.jpg)
Beware the Rapport Busters!
Fidgetin
g
Showing lack of interest
Avoiding Eye Contact
Dividing your attention
Interrupting
Daydreaming
Non-productive emotio
ns
Finishing each other’s sentences
![Page 37: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/37.jpg)
Setting the Stage
![Page 38: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/38.jpg)
Listening
![Page 39: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/39.jpg)
Listening• Even if we do not perceive the
message as important, the customer does
![Page 40: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/40.jpg)
Listening• Even if we do not perceive the
message as important, the customer does
• Even if we are not interested in the message, the sender is
![Page 41: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/41.jpg)
Listening• Even if we do not perceive the
message as important, the customer does
• Even if we are not interested in the message, the sender is
• Even if we don’t feel like listening, we must.
![Page 42: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/42.jpg)
Reframing & Interpreting the Question
![Page 43: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/43.jpg)
Reframing & Interpreting the Question
• “To make sure I am on the right track, let me double check what you want…”
![Page 44: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/44.jpg)
Reframing & Interpreting the Question
• “To make sure I am on the right track, let me double check what you want…”
• “To prevent a problem, let me summarize what I heard you say…”
![Page 45: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/45.jpg)
Reframing & Interpreting the Question
• “To make sure I am on the right track, let me double check what you want…”
• “To prevent a problem, let me summarize what I heard you say…”
• “To make sure I understand, I heard you say…”
![Page 46: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/46.jpg)
Reframing & Interpreting the Question
• “To make sure I am on the right track, let me double check what you want…”
• “To prevent a problem, let me summarize what I heard you say…”
• “To make sure I understand, I heard you say…”
• “I’m afraid I may have misunderstood…”
![Page 47: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/47.jpg)
Reframing & Interpreting the Question
• “To make sure I am on the right track, let me double check what you want…”
• “To prevent a problem, let me summarize what I heard you say…”
• “To make sure I understand, I heard you say…”
• “I’m afraid I may have misunderstood…”• “Let me summarize what you
need…”
![Page 48: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/48.jpg)
Responding• To ensure you have provided the
customer with complete service, ask:– Does that answer your request/question
completely?– Is that all that you need?– Is there anything else I can help you
with?
![Page 49: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/49.jpg)
Telephone Communicatio
n
![Page 50: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/50.jpg)
Telephone Communication
• How and when to properly answer the phone
![Page 51: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/51.jpg)
Telephone Communication
• How and when to properly answer the phone
• Keys to good telephone communication
![Page 52: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/52.jpg)
Telephone Communication
• How and when to properly answer the phone
• Keys to good telephone communication• Putting a caller on hold
![Page 53: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/53.jpg)
Telephone Communication
• How and when to properly answer the phone
• Keys to good telephone communication• Putting a caller on hold• Transferring calls
![Page 54: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/54.jpg)
Telephone Communication
• How and when to properly answer the phone
• Keys to good telephone communication• Putting a caller on hold• Transferring calls• Telephone etiquette when you are
the caller
![Page 55: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/55.jpg)
Telephone Communication
• How and when to properly answer the phone
• Keys to good telephone communication• Putting a caller on hold• Transferring calls• Telephone etiquette when you are the
caller• Taking down message information
![Page 56: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/56.jpg)
Telephone Communication
• How and when to properly answer the phone
• Keys to good telephone communication• Putting a caller on hold• Transferring calls• Telephone etiquette when you are the
caller• Taking down message information• Closing a phone transaction
![Page 57: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/57.jpg)
How to Answer the Phone
“Hello, thanks for calling the (insert your department or branch here), this is (insert your name here), how may I help you?”
![Page 58: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/58.jpg)
![Page 59: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/59.jpg)
Keys to good telephone communication
![Page 60: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/60.jpg)
Keys to good telephone communication
• Avoid distractions and stay focused
![Page 61: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/61.jpg)
Keys to good telephone communication
• Avoid distractions and stay focused• Avoid doing other tasks while on
the phone
![Page 62: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/62.jpg)
Keys to good telephone communication
• Avoid distractions and stay focused• Avoid doing other tasks while on the
phone• Smile, it shows in your voice
![Page 63: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/63.jpg)
Keys to good telephone communication
• Avoid distractions and stay focused• Avoid doing other tasks while on the
phone• Smile, it shows in your voice• Avoid eating or drinking
![Page 64: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/64.jpg)
Keys to good telephone communication
• Avoid distractions and stay focused• Avoid doing other tasks while on the
phone• Smile, it shows in your voice• Avoid eating or drinking• Speak clearly and slowly
![Page 65: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/65.jpg)
Keys to good telephone communication
• Avoid distractions and stay focused• Avoid doing other tasks while on the
phone• Smile, it shows in your voice• Avoid eating or drinking• Speak clearly and slowly• Be prepared and have appropriate
supplies by all phones
![Page 66: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/66.jpg)
Placing a Caller on Hold
• Always ask the caller if they will hold and wait for a response & thank them if they agree to hold
• Be sure to put the call on hold, not just set the phone down
![Page 67: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/67.jpg)
If the caller does not want to wait on hold…
• Offer to call the customer back• Ask the customer to call back in “x”
minutes• Suggest calling another branch
![Page 68: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/68.jpg)
Transferring Calls
![Page 69: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/69.jpg)
Transferring Calls• Use the word “connect” or the
phrase “put you in touch with”
![Page 70: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/70.jpg)
Transferring Calls• Use the word “connect” or the
phrase “put you in touch with”• Give the department/name and
direct number in case you are disconnected
![Page 71: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/71.jpg)
Transferring Calls• Use the word “connect” or the
phrase “put you in touch with”• Give the department/name and
direct number in case you are disconnected
• Give the person answering your name, department and all pertinent information
![Page 72: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/72.jpg)
Transferring Calls• Use the word “connect” or the phrase
“put you in touch with”• Give the department/name and direct
number in case you are disconnected• Give the person answering your name,
department and all pertinent information• If the line is busy, return to the
customer and offer further assistance
![Page 73: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/73.jpg)
Like this!
Transferring a Call
![Page 74: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/74.jpg)
![Page 75: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/75.jpg)
BreakPlease return to your seats in 15 minutes.
![Page 76: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/76.jpg)
Internal Customers
![Page 77: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/77.jpg)
Who do we communicate with internally?
![Page 78: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/78.jpg)
Branch Staff
![Page 79: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/79.jpg)
Supervisors
![Page 80: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/80.jpg)
Outreach, Substitutes & Volunteers
![Page 81: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/81.jpg)
Special Collections & Reference
![Page 82: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/82.jpg)
Administration & Public Affairs
![Page 83: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/83.jpg)
Collection Development & ILL
![Page 84: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/84.jpg)
Facilities & IT
![Page 85: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/85.jpg)
Security & Janitorial Services
![Page 86: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/86.jpg)
Each and every interaction with our internal customers
should be:
•Clear•Concise•Polite
![Page 87: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/87.jpg)
Not like this….
![Page 88: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/88.jpg)
Clear
•Identify yourself, branch or department
•Have all pertinent information at hand and state your request or information clearly
![Page 89: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/89.jpg)
Concise•Be brief but comprehensive in
your interactions, make sure you are conveying all necessary information, succinctly.
•Be aware and respectful of your coworker’s time
![Page 90: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/90.jpg)
Polite•Use a respectful tone with
your words, both spoken and written
•Be conscious of your surroundings and those of the person with whom you are interacting
![Page 91: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/91.jpg)
Like this…
![Page 92: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/92.jpg)
What methods do we use to communicate with our
internal customers?
![Page 93: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/93.jpg)
Greeting
Brief, concise description
Contact information with Building a Community of Readers Logo
![Page 94: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/94.jpg)
LibraryLand 2.0
![Page 95: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/95.jpg)
Support Ticket - ITS
![Page 96: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/96.jpg)
Asset Tags
![Page 97: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/97.jpg)
Support Ticket - Facilities
![Page 98: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/98.jpg)
Telephone
![Page 99: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/99.jpg)
Face-to-face
![Page 100: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/100.jpg)
We are all working together towards the same goals, remember to have
each other’s backs and cut each other some slack!
![Page 101: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/101.jpg)
Challenging Customers
![Page 102: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/102.jpg)
Smile
![Page 103: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/103.jpg)
Make Eye Contact
![Page 104: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/104.jpg)
Turn Your Body Toward the Customer
![Page 105: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/105.jpg)
Control Your Tone of Voice
![Page 106: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/106.jpg)
1.
2.
3.
4.
Four Steps to deal with a Challenging Customer
![Page 107: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/107.jpg)
Four Steps to deal with a Challenging Customer
1. Listen carefully to the customer’s entire story at least once.
2.
3.
4.
![Page 108: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/108.jpg)
Four Steps to deal with a Challenging Customer
1. Listen carefully to the customer’s entire story at least once.
2. Rephrase and repeat back to the customer his concern.
3.
4.
![Page 109: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/109.jpg)
Four Steps to deal with a Challenging Customer
1. Listen carefully to the customer’s entire story at least once.
2. Rephrase and repeat back to the customer his concern.
3. Define what the problem is so that it can be solved.
4.
![Page 110: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/110.jpg)
Four Steps to deal with a Challenging Customer
1. Listen carefully to the customer’s entire story at least once.
2. Rephrase and repeat back to the customer his concern.
3. Define what the problem is so that it can be solved.
4. Find a solution together.
![Page 111: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/111.jpg)
1. Listen carefully to the customer’s entire story at least
once.
![Page 112: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/112.jpg)
1. Listen carefully to the customer’s entire story at least
once.
• Make Eye Contact
![Page 113: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/113.jpg)
1. Listen carefully to the customer’s entire story at least
once.
• Make Eye Contact• Take Notes
![Page 114: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/114.jpg)
1. Listen carefully to the customer’s entire story at least
once.
• Make Eye Contact• Take Notes• Block Out What is
Going On Around You
![Page 115: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/115.jpg)
2. Rephrase and repeat back to the customer his concern.
![Page 116: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/116.jpg)
2. Rephrase and repeat back to the customer his concern.
• Use Short Statements
![Page 117: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/117.jpg)
2. Rephrase and repeat back to the customer his concern.
• Use Short Statements• Talk Softly and Slowly
![Page 118: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/118.jpg)
2. Rephrase and repeat back to the customer his concern.
• Use Short Statements• Talk Softly and Slowly• Weed out what may
be extraneous information
![Page 119: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/119.jpg)
3. Define what the problem is so that it can be solved.
![Page 120: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/120.jpg)
3. Define what the problem is so that it can be solved.
• Acknowledge the customer’s difficulty
![Page 121: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/121.jpg)
3. Define what the problem is so that it can be solved.
• Acknowledge the customer’s difficulty
• Find out if this is a recurring issue
![Page 122: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/122.jpg)
3. Define what the problem is so that it can be solved.
• Acknowledge the customer’s difficulty
• Find out if this is a recurring issue
• Verify what the customer wants
![Page 123: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/123.jpg)
4. Find a solution together.
![Page 124: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/124.jpg)
4. Find a solution together.
• Offer options
![Page 125: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/125.jpg)
4. Find a solution together.
• Offer options• Allow customer input
![Page 126: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/126.jpg)
4. Find a solution together.
• Offer options• Allow customer input• Offer short-term help
![Page 127: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/127.jpg)
4. Find a solution together.
• Offer options• Allow customer input• Offer short-term help• Ask
![Page 128: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/128.jpg)
4. Find a solution together.
• Offer options• Allow customer input• Offer short-term help• Ask• Do what you say you
will do
![Page 129: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/129.jpg)
![Page 130: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/130.jpg)
Perform As A Team
![Page 131: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/131.jpg)
Where are you on the Customer Service Continuum?
Pretty Good… Knock-Your-Socks-Off Great!
![Page 132: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/132.jpg)
Two main ways to create this team environment:
•Cheering for each other
•Helping each other with difficult interactions
![Page 133: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/133.jpg)
Help Each Other through Difficult
Challenges
![Page 134: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/134.jpg)
Cheering for each other means keeping each
other focused through positive recognition
![Page 135: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/135.jpg)
![Page 136: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/136.jpg)
![Page 137: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/137.jpg)
![Page 138: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/138.jpg)
![Page 139: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/139.jpg)
![Page 140: Customer Service Training. Opening the Door Public Areas](https://reader036.vdocuments.us/reader036/viewer/2022070410/56649f095503460f94c1e037/html5/thumbnails/140.jpg)
Our Challenges to you:
• Make a commitment to look at each customer as an opportunity to grow as a person and an employee
• Use your skills and experience to develop yourself as a Customer Service Professional
• Be effective, caring, courteous and respectful• Enjoy and value your colleagues• Be a valued representative of the Kansas City
Public Library!