Customer Service Training

Opening the Door

Public Areas

Facial Expression

Style of Dress

Tool 1: Attitude

Powerful tool

Tool 1: Attitude Powerful tool Can elicit a similar reaction from our customers

Tool 1: Attitude Powerful tool Can elicit a similar reaction from our customers Feel it or Fake it!

Tool 2: Body Language & Attentiveness

Make eye contact

Tool 2: Body Language & Attentiveness Make eye contact Smile

Tool 2: Body Language & Attentiveness Make eye contact Smile Stop what you are doing and face the customer

Tool 2: Body Language & Attentiveness Make eye contact Smile Stop what you are doing and face the customer Sit up in your chair or stand up

Tool 2: Body Language & Attentiveness Make eye contact Smile Stop what you are doing and face the customer Sit up in your chair or stand up Lean slightly towards the customer

Tool 2: Body Language & Attentiveness Make eye contact Smile Stop what you are doing and face the customer Sit up in your chair or stand up Lean slightly towards the customer Listen to what they are saying

Tool 3: Words & Tone of Voice

Words Use words that can be easily understood by our customers

Words Use words that can be easily understood by our customers Library jargon does not always make sense to our customers

Tone of Voice Make sure your tone is not condescending

Tone of Voice Make sure your tone is not condescending Make sure your voice is energetic and clear

Tone of Voice Make sure your tone is not condescending Make sure your voice is energetic and clear Make sure you sound interested in helping the customer

Tone of Voice Make sure your tone is not condescending Make sure your voice is energetic and clear Make sure you sound interested in helping the customer Make sure you are conveying the right emotions with your tone

Remember to Smile!

Helpful Phrases Were you aware that you have some charges (overdue items, etc.) on your account? I/we can… Would please… It would be best if… Please tell me… I’m not sure. Let me check… May I have… I/we will… How may I help you?

Conclusion

Communication

Stages in Communicating with Customers

Setting the Stage

Stages in Communicating with Customers Setting the Stage Listening

Stages in Communicating with Customers Setting the Stage Listening Reframing & Interpreting the Question

Stages in Communicating with Customers Setting the Stage Listening Reframing & Interpreting the Question Responding

Beware the Rapport Busters! Fidgeting Showing lack of interest Avoiding Eye Contact Dividing your attention Interrupting Daydreaming Non-productive emotions Finishing each other’s sentences

Like this! Reference Interview

Setting the Stage

Listening

Even if we do not perceive the message as important, the customer does

Listening Even if we do not perceive the message as important, the customer does Even if we are not interested in the message, the sender is

Listening Even if we do not perceive the message as important, the customer does Even if we are not interested in the message, the sender is Even if we don’t feel like listening, we must.

Reframing & Interpreting the Question

“To make sure I am on the right track, let me double check what you want…”

Reframing & Interpreting the Question “To make sure I am on the right track, let me double check what you want…” “To prevent a problem, let me summarize what I heard you say…”

Reframing & Interpreting the Question “To make sure I am on the right track, let me double check what you want…” “To prevent a problem, let me summarize what I heard you say…” “To make sure I understand, I heard you say…”

Reframing & Interpreting the Question “To make sure I am on the right track, let me double check what you want…” “To prevent a problem, let me summarize what I heard you say…” “To make sure I understand, I heard you say…” “I’m afraid I may have misunderstood…”

Reframing & Interpreting the Question “To make sure I am on the right track, let me double check what you want…” “To prevent a problem, let me summarize what I heard you say…” “To make sure I understand, I heard you say…” “I’m afraid I may have misunderstood…” “Let me summarize what you need…”

Responding To ensure you have provided the customer with complete service, ask: –Does that answer your request/question completely? –Is that all that you need? –Is there anything else I can help you with?

Telephone Communication

Telephone Communication How and when to properly answer the phone

Telephone Communication How and when to properly answer the phone Keys to good telephone communication

Telephone Communication How and when to properly answer the phone Keys to good telephone communication Putting a caller on hold

Telephone Communication How and when to properly answer the phone Keys to good telephone communication Putting a caller on hold Transferring calls

Telephone Communication How and when to properly answer the phone Keys to good telephone communication Putting a caller on hold Transferring calls Telephone etiquette when you are the caller

Telephone Communication How and when to properly answer the phone Keys to good telephone communication Putting a caller on hold Transferring calls Telephone etiquette when you are the caller Taking down message information

Telephone Communication How and when to properly answer the phone Keys to good telephone communication Putting a caller on hold Transferring calls Telephone etiquette when you are the caller Taking down message information Closing a phone transaction

How to Answer the Phone “Hello, thanks for calling the (insert your department or branch here), this is (insert your name here), how may I help you?”

Keys to good telephone communication

Avoid distractions and stay focused

Keys to good telephone communication Avoid distractions and stay focused Avoid doing other tasks while on the phone

Keys to good telephone communication Avoid distractions and stay focused Avoid doing other tasks while on the phone Smile, it shows in your voice

Keys to good telephone communication Avoid distractions and stay focused Avoid doing other tasks while on the phone Smile, it shows in your voice Avoid eating or drinking

Keys to good telephone communication Avoid distractions and stay focused Avoid doing other tasks while on the phone Smile, it shows in your voice Avoid eating or drinking Speak clearly and slowly

Keys to good telephone communication Avoid distractions and stay focused Avoid doing other tasks while on the phone Smile, it shows in your voice Avoid eating or drinking Speak clearly and slowly Be prepared and have appropriate supplies by all phones

Placing a Caller on Hold Always ask the caller if they will hold and wait for a response & thank them if they agree to hold Be sure to put the call on hold, not just set the phone down

If the caller does not want to wait on hold… Offer to call the customer back Ask the customer to call back in “x” minutes Suggest calling another branch

Transferring Calls

Use the word “connect” or the phrase “put you in touch with”

Transferring Calls Use the word “connect” or the phrase “put you in touch with” Give the department/name and direct number in case you are disconnected

Transferring Calls Use the word “connect” or the phrase “put you in touch with” Give the department/name and direct number in case you are disconnected Give the person answering your name, department and all pertinent information

Transferring Calls Use the word “connect” or the phrase “put you in touch with” Give the department/name and direct number in case you are disconnected Give the person answering your name, department and all pertinent information If the line is busy, return to the customer and offer further assistance

Like this! Transferring a Call

Break Please return to your seats in 15 minutes.

Internal Customers

Who do we communicate with internally?

Branch Staff

Supervisors

Outreach, Substitutes & Volunteers

Special Collections & Reference

Administration & Public Affairs

Collection Development & ILL

Facilities & IT

Security & Janitorial Services

Each and every interaction with our internal customers should be: Clear Concise Polite

Not like this ….

Clear Identify yourself, branch or department Have all pertinent information at hand and state your request or information clearly

Concise Be brief but comprehensive in your interactions, make sure you are conveying all necessary information, succinctly. Be aware and respectful of your coworker’s time

Polite Use a respectful tone with your words, both spoken and written Be conscious of your surroundings and those of the person with whom you are interacting

Like this…

What methods do we use to communicate with our internal customers?

Greeting Brief, concise description Contact information with Building a Community of Readers Logo

LibraryLand 2.0

Support Ticket - ITS

Asset Tags

Support Ticket - Facilities

Telephone

Face-to-face

We are all working together towards the same goals, remember to have each other’s backs and cut each other some slack!

Challenging Customers

Smile

Make Eye Contact

Turn Your Body Toward the Customer

Control Your Tone of Voice

Four Steps to deal with a Challenging Customer

1. Listen carefully to the customer’s entire story at least once

Four Steps to deal with a Challenging Customer 1. Listen carefully to the customer’s entire story at least once. 2. Rephrase and repeat back to the customer his concern

Four Steps to deal with a Challenging Customer 1. Listen carefully to the customer’s entire story at least once. 2. Rephrase and repeat back to the customer his concern. 3. Define what the problem is so that it can be solved. 4.

Four Steps to deal with a Challenging Customer 1. Listen carefully to the customer’s entire story at least once. 2. Rephrase and repeat back to the customer his concern. 3. Define what the problem is so that it can be solved. 4. Find a solution together.

1. Listen carefully to the customer’s entire story at least once.

Make Eye Contact

1. Listen carefully to the customer’s entire story at least once. Make Eye Contact Take Notes

1. Listen carefully to the customer’s entire story at least once. Make Eye Contact Take Notes Block Out What is Going On Around You

2. Rephrase and repeat back to the customer his concern.

Use Short Statements

2. Rephrase and repeat back to the customer his concern. Use Short Statements Talk Softly and Slowly

2. Rephrase and repeat back to the customer his concern. Use Short Statements Talk Softly and Slowly Weed out what may be extraneous information

3. Define what the problem is so that it can be solved.

Acknowledge the customer’s difficulty

3. Define what the problem is so that it can be solved. Acknowledge the customer’s difficulty Find out if this is a recurring issue

3. Define what the problem is so that it can be solved. Acknowledge the customer’s difficulty Find out if this is a recurring issue Verify what the customer wants

4. Find a solution together.

Offer options

4. Find a solution together. Offer options Allow customer input

4. Find a solution together. Offer options Allow customer input Offer short-term help

4. Find a solution together. Offer options Allow customer input Offer short-term help Ask

4. Find a solution together. Offer options Allow customer input Offer short-term help Ask Do what you say you will do

Perform As A Team

Where are you on the Customer Service Continuum? Pretty Good…Knock-Your-Socks-Off Great!

Two main ways to create this team environment: Cheering for each other Helping each other with difficult interactions

Help Each Other through Difficult Challenges

Cheering for each other means keeping each other focused through positive recognition

Our Challenges to you: Make a commitment to look at each customer as an opportunity to grow as a person and an employee Use your skills and experience to develop yourself as a Customer Service Professional Be effective, caring, courteous and respectful Enjoy and value your colleagues Be a valued representative of the Kansas City Public Library!