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Published byJorge Wilcoxson
Modified about 1 year ago
Arkansas Library Association Conference Hot Springs October, 2009
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 Individuality Want personalized treatment Believe in collaboration Future oriented
Customer Service Gen Xers 1964 – 1980 Independent Self-reliant Flexible Skeptical Adaptable
Customer Service Millennials 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
Coaching: Tapping Into Your Employees Potential. 2 Objectives After this workshop you will be able to: Set the groundwork for productive coaching sessions.
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Today we will be orienting ourselves to some of the principles and qualities we look for and try to exhibit as Leaders in NA. Specifically, we will look.
Trustworthy: to have belief or confidence in the honesty, goodness, skill or safety of a person, organization or thing.
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Prepared by, The KCALA Business Partner Committee KCALA PRESENTS… TOP 10 REASONS TO BE A BUSINESS PARTNER Top 10 Reasons to be a Business Partner.
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© 2010 Studer Group Dr. Robin Largue Dr. Janet Pilcher Day 2 Summer Leader Development Institute (LDI)
Time Frame: Present Just Do It! Action oriented Works with hands or body Remember : They are devoted to getting things done and believe that others.
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