putting customers first lasts
DESCRIPTION
Customer service is often considered an amorphous set of procedures and practices when, if they are performed well enough, an employee has delivered good customer service. This interactive workshop -- filled with discussion and activities -- moves beyond glittering generalities and challenges attendees to map concrete behaviors to customer service practices, so that a consistently excellent customer service experience is delivered by library staff.TRANSCRIPT
Putting Customers First Lasts
Customers are the reason we stay in business.
Expectations Perceptions=~
Everything you need to know about customer service you
learned in Kindergarten.
Model communication: when poison does not mean Poison.
Know your customers. Know your $h*zz (stuff).
Insert picture of Dan Thai
Looks can be deceiving.
Best service ever, even if the place looks like a dump from the outside.
Internal
External
Everything you need to know about customer service...
…you learned in Kindergarten
First impressions matter.
Courtesy counts.
Attitude is everything.
Do the right thing.
Cust
omer
Contact Points
Consider the main contact points in the library where you assist customers: f2f, phone, and email. Work
with your table to develop a list of model behaviors that employees should exhibit while assisting
customers at that touch point. Be specific, and also remember that customer service is internal and
external. Now, make a poster using words and images from magazines that illustrate the behaviors on your
list. Each group will present their poster to the rest of the class.
When poison...
…does not mean
Welcome Gather info
Confirm question
Provide solution/ Hand off
Follow up
Model Communication
Can you tell me more about that?
I need a little more information…
It would help me better understand if you gave a more details…
Summarize the Problem
Welcome Gather info
Confirm question
Provide solution/ Hand off
Follow up
Model Communication
Know your $h*t(stuff).
Know your customers.
Chain of command
Mission and vision
Strategic goals
Red rules/Blue rules
Collection
Services
Value Add
Learn customers’ names.
Remember something about your customers.
Learn your customers’ preferences.
Snowball Fight!