 Service Culture Onboarding   Presented by: 1

 PPP Purpose Our purpose today is to begin the process of shaping the service culture at Delaware Library. We will introduce you to our Service principles, philosophy, and expectations to which all of us are bound.  

 PPP Process First, we will learn our Purpose, Standards, and Service Behaviors and how they will be incorporated into our daily operations. Next, we will demonstrate how we can adapt Service Principles to enhance the quality of service. Finally, we will discuss how our approach plays a pivotal role in our interactions with everyone.

 PPP Payoff By the end of our workshop, we will have gained a greater knowledge of our culture and an understanding of how we each have a role in our service culture. We will have defined our purpose as a part of our team; when implemented consistently and globally, will improve the Delaware Library experience. 4

 Our Agreements

 Constructive Communication Friendly smile & courteous phrases Appreciate the uniqueness of every person & situation Use please & ask for cooperation State negatives in a positive way Refer to We & Us, not You & They “Yes and…” We will not use the word, “But”

 True North

 Service Principles  How They Work   Service Purpose DIRECTION 8

 Our Service Purpose  Our Service Purpose:   We enrich lives by providing everyone access to the knowledge that engages their passion. 9

CHANGE to SUPPORT  Pair & Share What do I need to our Purpose? How can I be an Ambassador to our Purpose? What do I need to CHANGE to SUPPORT our Purpose?

 Service Principles  How They Work   Service Purpose DIRECTION 11

 Service Principles Service Purpose Service Standards Why are we here, what is our driving force? Service Standards What do we value, and the foundation of how we operate. Service Behaviors How do we behave to our internal & external customers? 12

Define HOW employees will achieve the service purpose.  Service Standards Define HOW employees will achieve the service purpose. They provide consistent, non-negotiable standards of behavior that ensure that when a “moment of truth” arrives in a service situation, employees are CRYSTAL CLEAR on what to do. 13

 Service Standards  Our Service Standards: SAFETY COURTESY KNOWLEDGE   SAFETY Provide a safe environment for staff and public ensuring privacy, confidentiality and physical well being.   COURTESY Treat everyone with kindness and respect. KNOWLEDGE Be Aware of library policies, procedures and resources. EFFICIENCY Provide accurate and timely service with the best use of tangible and intangible resources.

 Group Break Out 3 Step Process: How do you currently demonstrate the service standards in your current role. How can you use the service standards to succeed?

 Easel Activity 16

 Service Principles  How They Work   Service Purpose DIRECTION 17

Are specific, OBSERVABLE behavior guidelines.  Service Behaviors Are specific, OBSERVABLE behavior guidelines. These communicate the minimum requirement for EVERY internal & external service delivery interaction. 18

 Our Service Behaviors Safety: Provide a safe environment for staff and public ensuring privacy, confidentiality and physical well being.  Behaviors: Maintain a safe environment by being aware of surroundings Alert a co-worker of potential danger Protect privacy and confidentiality through using a low voice and professional language

 Our Service Behaviors Courtesy: Treat everyone with kindness and respect. Behaviors: Display a welcoming tone of voice and body language to everyone Be Kind Give full attention, and focus on interaction Use phrases such as: “How may I help you today?” , “I am glad to be of assistance”, “Thank you for coming in today”, “We hope to see you again soon!” Or use friendly language.  

 Our Service Behaviors knowledge: Be Aware of library policies, procedures and resources. Behaviors: Effectively use and share: resources, systems, databases, and computers. Actively engage in training opportunities by checking DDL’s consortium page Know what to do and why you are doing it, or ask questions to seek knowledge Ensure satisfaction to everyone with creative and accurate solutions and a “Let me Find Out” attitude

 Our Service Behaviors EFFICIENCY: Provide accurate and timely service with the best use of tangible and intangible resources. Behaviors: Provide accurate information in a credible and timely manner Listen to determine and clarify others’ needs Be the solution- offer ideas to improve operations and processes Document and share best practices Minimize waste of resources: people, time, financial and materials  

 Service Behavior Discussions

 3 Ways We Demonstrate Our Service Behaviors

“ COMMITMENT  Commitment   COMMITMENT   is what transforms a promise into reality. It is the words that speak boldly of your intentions. And the actions which speak louder than the words. It is making the TIME when there is none. Coming through time after time after time, year after year after YEAR.   COMMITMENT is the stuff character is made of; the power to change the face of things. It is the daily triumph of integrity over skepticism.”  SOURCE: Abraham Lincoln 25

 Change “     Be the CHANGE you wish to see in the world.” SOURCE: Ghandi

 THANK YOU! Questions?   27