embracing customer service in libraries hong miao, marywood university mia wang bassham, luzerne...

Embracing Embracing Customer Service Customer Service

in Librariesin LibrariesHong Miao, Marywood UniversityHong Miao, Marywood University

Mia Wang Bassham, Luzerne County Mia Wang Bassham, Luzerne County Community CollegeCommunity College

Shanghai International Library ForumShanghai International Library Forum

August 2006August 2006

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Embracing Customer Service in LibrariesEmbracing Customer Service in Libraries

Concept of customer serviceConcept of customer service Customer service in librariesCustomer service in libraries

Customer Service and LibrariesCustomer Service and Libraries

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Features of Customer-oriented OrganizationsFeatures of Customer-oriented Organizations

Source: Albrecht, Karl, and Ron Zemke. Service America in the NewEconomy. New York: McGraw-Hill, 2002

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Features of Customer-oriented Features of Customer-oriented OrganizationsOrganizations

1.1. Service strategyService strategy

A written customer service vision/mission A written customer service vision/mission statementstatement

Beliefs and values that guide your libraryBeliefs and values that guide your library Your service goals and specific actionsYour service goals and specific actions A driving force and a source of inspirationA driving force and a source of inspiration

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1.1. Service strategyService strategy2. 2. Customer-driven systemsCustomer-driven systems

Abstract procedural systems & physical Abstract procedural systems & physical elementselements

Should be periodically reviewed for Should be periodically reviewed for improvementimprovement

Get input from your customersGet input from your customers

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1.1. Service strategyService strategy2.2. Customer-driven systemsCustomer-driven systems3.3. Customer-friendly staffCustomer-friendly staff

Well-trainedWell-trained Well-managedWell-managed Highly motivatedHighly motivated Competent and caringCompetent and caring

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What Constitutes Good Customer What Constitutes Good Customer Service?Service?

ReliableReliable ConfidentConfident EmpatheticEmpathetic Responsive Responsive

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Setting up a Customer Service ProgramSetting up a Customer Service Program

1.1. Assessing the current customer service Assessing the current customer service condition in your library condition in your library

Self-assessmentSelf-assessment Customer feedback Customer feedback

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1.1. Assessing the current customer service condition in Assessing the current customer service condition in your library your library

2.2. Understanding your customers’ requirements and Understanding your customers’ requirements and expectationsexpectations

Employee feedback programEmployee feedback program Customer feedback program Customer feedback program SurveysSurveys Focus groupsFocus groups

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2.2. Understanding your customers’ Understanding your customers’ requirements and expectations requirements and expectations

3. Creating your customer vision and 3. Creating your customer vision and service policiesservice policies

Set service standards in your service vision Set service standards in your service vision statementstatement

Review and revise your policies based on your Review and revise your policies based on your customer service mission statementcustomer service mission statement

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2.2. Understanding your customers’ Understanding your customers’ requirements and expectations requirements and expectations

3. Creating your customer vision and 3. Creating your customer vision and service policies service policies

4.4. Training the staffTraining the staff

Fostering a service philosophy from top to Fostering a service philosophy from top to bottombottom

Interpersonal skills trainingInterpersonal skills training

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““ Treat customers as Treat customers as you you

wish to be wish to be treated !”treated !”

Customer Service GuidelinesCustomer Service Guidelines

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1.1. Be approachable and professional at all Be approachable and professional at all timestimes

2. 2. Always acknowledge and immediately Always acknowledge and immediately serve the customerserve the customer

3. 3. Make the customer the center of your Make the customer the center of your attentionattention

4. 4. Use good listening skills when helping the Use good listening skills when helping the customer customer

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5.5. Communicate in a positive, friendly, and Communicate in a positive, friendly, and courteous mannercourteous manner

6. 6. Provide accurate answers or referrals Provide accurate answers or referrals 7. 7. Use your best judgment in a particular Use your best judgment in a particular

situation and be flexiblesituation and be flexible

Source:Source: Customer Service 123 Customer Service 123 by Houston Area Library System by Houston Area Library System

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ConclusionConclusion

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QUESTIONS?QUESTIONS?

谢谢谢谢Thank you!Thank you!

embracing customer service in libraries hong miao, marywood university mia wang bassham, luzerne...

Documents

libraries customer service

embracing customer service

customer service program

good customer service

customer vision

service policies

service strategy

service standards