2. Music courtesy of Jamendo Walter Mazzaccaro’s Solo Parole

3. Agenda Your role in the Library You provide a valuable service

4. Introduction Student assistants are first contact Customer service is a staff competency Employees are expected to meet standards

5. Objectives By the end of this presentation, you will be able to: Discuss role library student assistants play List principles of excellent customer service

6. Excellent Customer Service means… Being Approachable Friendly Greeting Eye Contact Smile 5

7. The student assistant greets the approaching patron with a smile and inquires, “May I help you?” He looks the patron in the eyes. This shows readiness to help the patron. Scenario 1 Hi! I need help. Certainly! How may I help you?

8. Excellent Customer Service means… Using Proper Desk Etiquette Don’t interrupt Listen Speak clearly 7

9. The student assistant shows interest in the patron, and acknowledges his presence. Scenario 2 Good morning!

10. Excellent Customer Service means… Getting the Facts Ask open-ended questions – Who, What, When, Where, How 9

11. The student assistant gets the facts by asking the patron to elaborate or clarify her request. Scenario 3 I can help you. What are you searching for? I need help finding information.

12. Excellent Customer Service means… Being Willing to be Mobile Demonstrate how to… Show patrons where to find… 11

13. Sometimes it may be necessary to physically show a patron how to print or scan an article. You may need to leave the Desk sometimes to show patrons where to find resources. Scenario 4 Let me show you how to scan this article.

14. Excellent Customer Service means … Following Up Make sure patrons’ needs are met Ask them 13

15. Following up is always good practice. It helps to ensure that patrons’ needs are met. Scenario 5 Did you find what you were looking for?

16. Summary Excellent Customer Service Being Approachable Getting the Facts Using Proper Desk Etiquette Being Willing to be Mobile Following Up 15

17. Test Yourself Question 1 of 2 Great! Continue… List 3 ways to demonstrate approachability. Click here to see the answer.

18. Excellent Customer Service means… Being Approachable Friendly Greeting Eye Contact Smile 17

19. Test Yourself Question 2 of 2 You’re done. Congratulations! How to know if patron’s need’s met? Click here to see the answer.

20. Excellent Customer Service means … Following Up Make sure patrons’ needs are met Ask them 19

21. Conclusion In this presentation, we discussed: Importance of customer service What is expected of you Role you play ensuring quality service Next steps: Practice customer service principles 20

22. Contact Information Please get in touch with me if you have questions. Judith Roberts Library Human Resources Office George A. Smathers Libraries Gainesville, Florida 352-273-2561 judithroberts@ufl.edu 21

23. Recommended Readings American Library Association’s Top 10 Customer Service Skills http://alalearning.org/2009/12/14/a-collaborative-learning-experiment-top-ten-customer-service-skills-for- library-staff/ Embracing Customer Service in the Libraries http://www.deepdyve.com/lp/emerald-publishing/embracing-customer-service-in-libraries-6HjaErd58y 22

24. 23 The End