Customer-Friendly Is More Than An Attitude An Infopeople Workshop December 2004-April 2005 Elaine Z. Jennerich
Agenda Introductions Customer-friendly attitude and actions Confusing the customer Listening When saying “no”
Introductions Name Library Position One thing you like about serving your library’s customers
“To create a positive first impression, we need to know how to connect immediately with others regardless of their age, gender, ethnic background, mood, or the situation.” …Jeff Mowatt
Rapport Making the customer feel important Small talk = Big return
Exercise #1: Building Rapport Break into small groups
Look at the “library users” in the pictures Create rapport building questions or comments for each picture Share one example with whole group
Artistic Give And Take Exercise SSit back to back AArtist assistant describes picture AArtist creates the picture RReverse roles
GIVE AND TAKE OF COMMUNICATION … What happened? Language/terminology Nonverbal Feelings/emotions Outcome? What did you learn? What would you do differently?
Customer-Friendly – Basic Attributes Expect to have a good day Smile Greet the customer Eye contact Simplify language Make the customer feel important Open body language Listen, listen, listen Ask open-ended questions “Is there anything else I can do?” Thank the library user
Personal Action Plan Write down one action you can take to improve rapport with your library users.
Confusing The Customer “If confusion is the first step to knowledge, then I must be a genius.” ….Larry Leissner
Clear Explanations And Directions Remember the Artistic Give and Take? What did you learn about giving clear explanations and directions?
Avoiding Biblio-Language What is the alphabet soup in your library? Jargon? Abbreviations? Acronyms? Biblio-language?
Exercise #2 Simplifying The Language Write down ten biblio-language examples. Create sentences Exchange sentences Simplify sentences
Personal Action Plan Write down one action you will take to simplify communication with your customers.
Watch video…..then take the quiz “Communicating with ESL Customers” Exercise #3: Customers With A Difference
Phone Customer (ESL) What techniques work for you? What doesn’t work? What difficulties do you have? What difficulties do your customers have?
Personal Action Plan What action will you take to improve your interaction with users who are not native English speakers?
Listening We have 2 ears and one mouth; obviously, we should be listening twice as much as we speak. ….anonymous
Listening Myths Listening is a natural skill. Listening is passive Interrupting is bad form. You can stop listening when you get the general idea. Listening and hearing are the same.
4 Types Of Listening Inactive Selective Active Reflective
Main Barriers To Listening Noise Distractions Movement Physical surroundings
Additional Barriers To Listening Other barriers to listening?
Just React Licorice Liberal Crutches Toddler Muslim Retarded Stutter Piercings Hockey Teriyaki Hip-hop Prayer GED Old Librarian Disfigured
“Emotional” Reactions The human mind always takes the “emotional road” first.
Listener Filters Prejudice/bias Assumptions Listener thoughts Feelings about topic Feelings about speaker Conflict of values Difference in style
Listening Exercise In your group, discuss what you might do to overcome at least 3 barriers and 3 filters from the list that are assigned to your group. Someone from your group will report to the whole class.
Personal Action Plan What specific step will you take so that you will be listening to users more effectively?
Saying “No” NoNo way…No NONo Won’tnoNeverNo NopeNoCan’t no Nono
“No” Situations In what types of library situations are you unable to fill requests or have to say “NO”? Let’s create a list of some those situations together…..
Can’t Fill A Request? Do you understand the problem? Form a team with customer What can you do? Create a “neutral zone” on paper
Neutral Paper Zone Takes emphasis away from feeling and makes it more tangible Focuses on facts Lessens effects of personality and biases Creates teamwork Stresses options, solutions….
Neutral Zone Examples
Personal Action Plan You must say “no” to a customer or can’t fill a request. What is one way you will do that better?
Let’s Review the Day What did you learn today?
Personal Action Plan Using the 5 actions you chose throughout the day, write a paragraph describing your overall action plan!
Please fill out your evaluations