Extreme Customer Service - scrlc

Jun 15, 2011 - Alan Kirk Gray. 21st Century Customer Service. 1 ... customer service [and most intend to]. 4 ... Apple's Store Philosophy. Approach customers ...
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Century Customer Service

South Central Regional Library Council June 15, 2011 Alan Kirk Gray

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Schedule • “Simple, but not easy” One hour 10 minute break • The Service Matrix One hour 10 minute break • Team Support One hour

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Things I expect we can agree on:

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Customer Service • All libraries say they provide good customer service [and most intend to]

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Customer Service • All libraries intend to provide good customer service • Our patrons know what good customer service is

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Customer Service • All libraries intend to provide good customer service • Our patrons know what good customer service is • They have learned to expect good customer service

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Customer Service • All libraries intend to provide good customer service • Our patrons know what good customer service is • Our customers expect good customer service

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Can we agree on this? Saying “No” with a smile is not customer service, it’s gate-keeping

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Gate-keeping isn’t an employee’s fault

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It’s an administrative responsibility

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If you are working with staff on how to say “no” you need to figure out how they can say “yes” more often.

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So what is customer service?

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“Service is: •A flawless product •Delivered exactly as a member wants

•In an environment of caring”

Joseph Michelli OCLC Symposium July 10, 2009

And

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Setting the Table

Hospitality is the Watchword

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And

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Apple’s Store Philosophy Approach customers with a personalized warm welcome Probe politely to understand all the customer’s needs Present a solution for the customer to take home today Listen for and resolve any issues or concerns End with a fond farewell and an invitation to return

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21st Century Customer Service

•Is all about the basics of –Quality –Hospitality –Comfort –Convenience 19

21st Century Customer Service

Requires active staff engagement To enlist patron respect 20

21st Century Customer Service

It’s not defensive and careful It’s proactive and positive 21

21st Century Customer Service

It’s thoughtful and engaged And requires full buy-in to succeed 22

21st Century Customer Service

It redefines success as the result of staff initiative rather than the defense of administrative policies 23

The customer service hierarchy • Relationship between a customer and a library employee • Services provided by the library to all customers • Services provided to the community as a whole • The Library as a good citizen of the community 24

The Customer Service Matrix Standard Individual Customer Service

The Library as Service Provider

Service to the Community

Leadership in the Community

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Extended

Innovative

The Customer Service Matrix Standard Individual Customer Service

The Library as Service Provider

Service to the Community

Leadership in the Community

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Waive fines

Extended

Innovative

The Customer Service Matrix Standard Individual Customer Service



Extended

Innovative

Waive fines

The Library as Service Provider

Service to the Community

Leadership in the Community

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Stay open until 11 pm for three nights when half of the Town’s residents were without lights or power.

The Customer Service Matrix Stan