Oh, Darn!
How am I Going to Answer That Question?
Troubleshooting Techniques for more Effective Customer Service
Kris KenneyInformation Services Manager
Freya & Lily
If you build a great experience, customers tell each other about that. Word of mouth is very powerful.
Jeff Bezos, CEO Amazon.com
How do we do that?
Gather Information
What types of questions are people asking?
What is important to know?
How do we provide added value?
Where do we find information?*
Library Newsletter
Library Website
Staff Intranet
*Write it to remember it
Newsletter
• Promotions• People• Hot Topics• Programs• Classes• Library News
WebsiteUse the
Site Search
Be familiar with
Research Resources, My Media
Mall, library events, etc.
IntranetUse the
Site Search
Be familiar with other
departments, library
activities, training
opportunities.
MILLENNIUM nextreads.comdeskcirc/read login:adminisd/value psd: p@lat!n3ne
INTRANETPalatinelibraryb3zt5taff
Palatineitinstruction.wikispaces.com
Closing Procedure Refresh Displays Turn off lights behind desk Turn off catalog computers Turn off monitors Lock cash drawer and put key in office Walkie talkie, take in back, turn off,
recharge Check to make sure office area is locked
up
Write it to remember it
Library Card Raffle
Questions?
It’s not that type of question
Computer Questions
eReaders
Stuff I just don’t know
Computer Questions
Most programs have a happy blue icon somewhere on the screen.
Click it!It’s there to help
Use the Site Search
• eReader/Overdrive error messages
• Misheard/misunderstood titles
• Check other libraries (programs, materials,
databases)
Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong.
Donald Porter, V.P. British Airways
You can ask for help
I still need help!
Helping people to do more for themselves is far better than mere giving.
Henry Ford, Ford Motor Company
When we help others, we help ourselves
Helping others gives us a sense of belonging
If you keep asking others to give you the benefit of the doubt, they’ll eventually start to doubt your benefit.
Despair.com
Individual commitment to a group effort is what makes a team work
When all else fails…
You can use a positive turn of phrase
Turn of Phrase
Instead of I don’t knowTry Let me find out for
you.
Instead of It’s over thereTry Follow me. I’ll show
you.
Instead of I can’t do thatTry What I can do is…
Listen not merely to what is said but to the tone of voice in which it is said.
Chinese Proverb
How does all this help build a better experience for our patrons?
I feel like Norm walking into Cheers – Puppies!
They let me share stories about my dogs
They smile at me and make me feel special
I walk away feeling good and wanting to go back.
Techniques We Learned
Using the newsletter, website and intranet
Taking notes
Using help screens
Using Google
Asking other staff members
Using a positive tone and turn of phrase
Specific example you would like to share?