1. Customer Service Training

2. Opening the Door

3. Public Areas

4. Facial Expression

5. Style of Dress

6. Tool 1: Attitude

7. Powerful tool

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

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

10. Tool 2: Body Language & Attentiveness

11. Make eye contact

12. Tool 2: Body Language & Attentiveness Make eye contact Smile

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

14. 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

15. 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

16. 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

19. Tool 3: Words & Tone of Voice

20. Words Use words that can be easily understood by our customers

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

22. Tone of Voice Make sure your tone is not condescending

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

24. 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

25. 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

26. Remember to Smile!

27. 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?

28. Conclusion

29. Communication

30. Stages in Communicating with Customers

31. Setting the Stage

32. Stages in Communicating with Customers Setting the Stage Listening

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

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

35. 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

36. Like this! Reference Interview

37. Setting the Stage

38. Listening

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

40. 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

41. 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.

42. Reframing & Interpreting the Question

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

44. 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…”

45. 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…”

46. 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…”

47. 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…”

48. 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?

49. Telephone Communication

50. Telephone Communication How and when to properly answer the phone

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

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

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

54. 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

55. 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

56. 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

57. 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?”

59. Keys to good telephone communication

60. Avoid distractions and stay focused

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

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

63. 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

64. 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

65. 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

66. 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

67. 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

68. Transferring Calls

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

70. 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

71. 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

72. 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

73. Like this! Transferring a Call

75. Break Please return to your seats in 15 minutes.

76. Internal Customers

77. Who do we communicate with internally?

78. Branch Staff

79. Supervisors

80. Outreach, Substitutes & Volunteers

81. Special Collections & Reference

82. Administration & Public Affairs

83. Collection Development & ILL

84. Facilities & IT

85. Security & Janitorial Services

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

87. Not like this ….

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

89. 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

90. 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

91. Like this…

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

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

94. LibraryLand 2.0

95. Support Ticket - ITS

96. Asset Tags

97. Support Ticket - Facilities

98. Telephone

99. Face-to-face

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

101. Challenging Customers

102. Smile

103. Make Eye Contact

104. Turn Your Body Toward the Customer

105. Control Your Tone of Voice

106. 1. 2. 3. 4. Four Steps to deal with a Challenging Customer

107. 1. Listen carefully to the customer’s entire story at least once. 2. 3. 4.

108. 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. 4.

109. 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.

110. 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.

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

112. Make Eye Contact

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

114. 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

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

116. Use Short Statements

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

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

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

120. Acknowledge the customer’s difficulty

121. 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

122. 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

123. 4. Find a solution together.

124. Offer options

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

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

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

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

130. Perform As A Team

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

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

133. Help Each Other through Difficult Challenges

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

140. 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!

141. customerservicetraining@kclibrary.org