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Arkansas Library Association Conference Hot Springs October, 2009 firstname.lastname@example.org
Customer Service Discussion Positive Customer Service Experiences
Customer Service “Always remember that you are absolutely unique. Just like everyone else.” Margaret Mead
Customer Service Purpose Attract Customers Retain Customers Bond with Customers
Customer Service Etiquette Welcome Make eye contact Look approachable Don’t do busy work
Customer Service Libraries must provide high quality: Facilities Services Resources Staff
Customer Service Library image/Staff image Polished Professional
Customer Service Service Give them what they want not what you think they want…
Customer Service Economics Satisfied customers support library funding
Customer Service Library Supporters Keep them well informed Ask for help in achieving goals
Customer Service You are the library 76% of Americans visited a public library last year American Library Association, 2008
Customer Service Today’s reality 41 states cut public library funding American Library Association, 2008
Customer Service Today’s reality Passionate librarians win financial support OCLC, 2008
Customer Service Ohio Public Libraries Vote 38/251 libraries – Nov. 3 20% average drop in income
Customer Service Welcome… Make a great first impression
Customer Service Welcome… Make your customer feel special
Customer Service Welcome… Remember your manners
Customer Service Welcome… Present a positive experience
Customer Service Welcome… Minimize wait times
Customer Service Welcome… Be flexible Be adaptable
Customer Service Welcome… Give people the benefit of the doubt
Customer Service Interactions Transaction-based Relationship-based
Customer Service Interactions Speak Listen Learn
Customer Service “The library isn’t in the business of connecting people with information, the library…”
Customer Service Customers are not always right but they are your customers
Customer Service Customer complaints 2 – 4% tell you Most tell at least 7 people
Customer Service Customers right or wrong Assume their innocence Look for teaching opportunities Believe your customer 3 strikes and you are out!
Customer Service Find ways to say “yes” Improve current products and services Implement new products and services
Customer Service “The longer customers wait… The shorter that they will be with you.” David Freemantle
Customer Service Quality – RATER Reliability Assurance Tangibles Empathy Responsiveness
Customer Service Reality Check Tips for managers (and future managers)
Customer Service Reality Yesterday’s solutions won’t cure today’s problems
Customer Service Reality Present trends will not always continue
Customer Service Reality Ignoring new service opportunities offered by future changes
Customer Service Reality Internal customers…employees Management by walking around
Customer Service Reality Managers model the behavior of senior management
Customer Service New reality Be real Be appreciative Be interested Be nice
Customer Service Other realities Changing demographics Intergenerational communication
Customer Service Changing American demographics Age Race Ethnicity Gender roles Values
Customer Service 21% of people in US speak little or no English Bowker Annual, 2009
Customer Service Spanish – most supported Smaller communities serving larger % of non-English Low-level literacy Bowker Annual, 2009
Customer Service Intercultural communication Respect Simplify speech Clarify language Avoid using slang
Customer Service Intergenerational communication The Greatest Generation Baby Boomers Gen X Gen Y
Customer Service “People resemble their times more than they resemble their parents.” Arab Proverb
Customer Service The Greatest Generation-pre 1946 Formal Stability Consistency Conformity Loyal customers
Customer Service Baby Boomers 1946-1964 Individuality Want personalized treatment Believe in collaboration Future oriented
Customer Service Gen Xers 1964 – 1980 Independent Self-reliant Flexible Skeptical Adaptable
Customer Service Millennials 1980 - 2000 Connected High expectations Goal and achievement oriented Global world view Optimistic Willing volunteers
Customer Service Creating the new library experience
Customer Service “The only way to predict the future is to create it.” Tom Peters
Presented by: Service Culture Onboarding. PPP Purpose Our purpose today is to begin the process of shaping the service culture at Delaware Library.
INTRODUCTION: TODAY’S LESSON Good evening everyone. My name is Amaryllis Monroig-Velez. Hello everyone. My name Tahmeena. Good evening everyone. My name.
Diana Piraquive. CIS “Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong” - Donald Porter.
Recruit, Retain, Reward Presented by: Kimberly Goff.
The Department of Federal and State Programs Presenter: Margaret Shandorf.
Training Department. Understand the importance of Customer Service Handle different types of customers Practice complaint handling Discover techniques.
Welcome! Living the Golden Rule; Providing Excellent “CUSTO-HUMAN” SERVICE.
Universal Design of Student Services Applying Universal Design to Student Services Departments on Campus.
Sales and Customer Service Strategies to Separate You from the Competition presented by Louis Feuer, MA, MSW GAMES 2008 Annual.
Your bridge to financial freedom 0 Internal Service Survey Comment Training March 6 th, 2007.
The Bridge to Our Customers Mahesh K Prasad Head- Human Resources Cell: Customer Delight.
1 Customer Service as an Experience AGCCP Annual Conference May 13-15, 2014 Charlotte, North Carolina Cory Fleming, Program Director ICMA 311/CRM Technical.
Providing Excellent Customer Service in a Multi-Cultural Environment.
Customer Service LIST 1105 August 23, 2006 Amy Moore & Lora Mirza.
Business Essentials Together Everyone Achieves More.
G.R.E.A.T. TM Consistent, Connected, System-wide Communication 1.
WELCOME TO UNIT 2 Customer Service MT 221 Marilyn Radu, Instructor.
Closing the Generation Gap Leading Today’s Multi-Generation Workforce Nancy Barry Speaker – Author – Gen Y Expert nancybarry.com Author of When Reality.
MANAGING GENERATIONS THROUGH MOBILITY Best of the West Relocation Summit GENERATIONAL DIFFERENCES.
Chapter 7 Professional and Social Communication How to responsibly communicate with others.
Customer Service 101 Efren J. Galvan Director, Admissions, Records & Enrollment Technology Orange Coast College.
Prevention through the ages There are tons of prevention lessons. What should I teach? Why should I teach it? How do I determine what IS the biggest.
At Your Service. At your Service We all can spot great customer service when we see it, but do you follow the proper steps to provide excellent customer.
Baby Boomers Gen X & Gen Y How do we work together?
BES-t Practices Training Interviewing with Purpose So why is interviewing important? Or is it?
Customer Service Strategies That Will Separate You from the Competition presented by Louis Feuer, MA, MSW AHIP Virtual Seminar.
Delivering EXTRA Special Customer Service. Why are you here? Take a moment, right now, and do something that most people rarely (if ever) do: Think.
Highlighting Parent Involvement in Education. Family Involvement Research demonstrates that parent/ family involvement significantly contributes to improved.
Customer care 1. Objectives Understand customer and his needs Taking care of customer to his satisfaction Listening to customer Complaint handling
October 5, 2015American University of Beirut IT CORE VALUES 1.
Delta-Schoolcraft Parent Coalition Sounding Board Process.
Hospitality Human Resources Management and Supervision Restaurant and Foodservice Operations Are Labor-Intensive Chapter 1.
Engaging the Skill Set of the Millennials: Librarians, Content and Technology in the Mobile Age Jill Hawthorne Associate Director International Development.
The “Recipe” for Systems Change The Vision The Current Status/Self- Assessment & Objective Evaluation The Goal(s) The Objectives The plan of action Who.
Worshipful Masters Workshop Generational Leadership Understanding Generational Membership and Leadership Issues Ill. Michael Smith, 33° JGW SGIG in South.
Customer Service. What is customer service and why is it important? The total customer experience with a hospitality or tourism related business – Includes.
SPEAKING IN PUBLIC Chapter 1. The art of public speaking is useful in getting a job, employers tend to look for someone who can speak and consider among.
Cutting Edge Customer Service Techniques for Libraries: Learning from FISH! ® and Pickle An Infopeople Workshop Spring-Summer 2005 Instructor: Cheryl Gould.
Trustworthy: to have belief or confidence in the honesty, goodness, skill or safety of a person, organization or thing.
CIVIL RIGHTS TRAINING VERSION C Topics: Compliance and Non-compliance, Conflict Resolution, and Customer Service The Emergency Food Assistance Program.
The Platinum Customer Service Experience Presented by: Merideth McDonald Vice President The VGM Group.
Presenters: Michele Gorman, Teen Services Coordinator, Charlotte Mecklenburg Library Vikki C. Terrile, Coordinator of Young Adult Services, Queens Library.
MODULE TWO: Ethical and Legal Issues. Objectives: Students will: Understand privacy, confidentiality and ethics as they relate to being a volunteer. Define.
Communicating Intercultural. Market Trends A. Market Globalization - Communication & Transportation Techniques. -Technological advancement -Products.
Overview Demographics changing –Hispanic population –Baby boomers Flexibility.
CUSTOMER SERVICE The Five Cs of Customer Service.
2014 – 2015 Providing Excellent Customer Service Satisfying Our Customers at Every Step Provided by the LAUSD Food Services Division Rev
How has diversity affected social changes in the education system?
1 From 18 to 80:Thriving in the Multi-Generational Workplace David Remson Triangle Consulting
MARKET SEGMENTATION STANDARD 2. MARKET SEGMENTATION The process of subdividing a market into distinct subsets of customers that behave in the same way.
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