Presented by:

Service Culture Onboarding 

PPP

PurposeOur purpose today is to begin the process of shaping the service culture at Delaware Library. We will introduce you to our Service principles, philosophy, and expectations to which all of us are bound.

PPP

ProcessFirst, we will learn our Purpose, Standards, and Service Behaviors and how they will be incorporated into our daily operations. Next, we will demonstrate how we can adapt Service Principles to enhance the quality of service. Finally, we will discuss how our approach plays a pivotal role in our interactions with everyone.

PPP

PayoffBy the end of our workshop, we will have gained a greater knowledge of our culture and an understanding of how we each have a role in our service culture. We will have defined our purpose as a part of our team; when implemented consistently and globally, will improve the Delaware Library experience.

Our Agreements

Constructive Communication

1. Friendly smile & courteous phrases

2. Appreciate the uniqueness of every person & situation

3. Use please & ask for cooperation

4. State negatives in a positive way

5. Refer to We & Us, not You & They

6. “Yes and…” We will not use the word, “But”

True North

    

Service Purpose

DIRECTION

Service Principles How They Work

Our Service Purpose

Our Service Purpose: 

We enrich lives by providing everyone access to the knowledge that engages their passion.

Pair & Share

How can I be an Ambassador to our Purpose?

What do I need to

CHANGE to

SUPPORTour Purpose?

    

Service Purpose

DIRECTION

Service Principles How They Work

Service Principles

SERVICE PURPOSEWhy are we here, what is our driving force?

SERVICE STANDARDS What do we value, and the foundation of how we operate.

SERVICE BEHAVIORSHow do we behave to our internal & external customers?

They provide consistent, non-negotiable standards of behavior that ensure that

when a “moment of truth” arrives in a service situation, employees are CRYSTAL

CLEAR on what to do.

Service Standards

Define HOW employees will

achieve the service

purpose.

Service Standards

SAFETY Provide a safe environment for staff and public ensuring privacy, confidentiality and physical well being. 

COURTESY Treat everyone with kindness and respect. 

KNOWLEDGE Be Aware of library policies, procedures and resources. 

EFFICIENCYProvide accurate and timely service with the best use of tangible and intangible resources.

  

Our Service Standards: 

Group Break Out

3 Step Process: 1. How do you currently

demonstrate the service standards in your current role.

2. How can you use the service standards to succeed?

Easel Activity

    

Service Purpose

DIRECTION

Service Principles How They Work

Service Behaviors

These communicate the minimum

requirement for EVERY internal &

external service delivery interaction.

Are specific, OBSERVABLE

behavior guidelines.

Our Service Behaviors

1. SAFETY: Provide a safe environment for staff and public ensuring privacy, confidentiality and physical well being. 

Behaviors:• Maintain a safe environment by being aware of surroundings • Alert a co-worker of potential danger • Protect privacy and confidentiality through using a low voice and

professional language

Our Service Behaviors

2. COURTESY: Treat everyone with kindness and respect.

Behaviors:• Display a welcoming tone of voice and body language to everyone• Be Kind• Give full attention, and focus on interaction • Use phrases such as: “How may I help you today?” , “I am glad to

be of assistance”, “Thank you for coming in today”, “We hope to see you again soon!” Or use friendly language.

 

Our Service Behaviors

3. KNOWLEDGE: Be Aware of library policies, procedures and resources.

Behaviors:• Effectively use and share: resources, systems, databases, and computers.• Actively engage in training opportunities by checking DDL’s consortium page • Know what to do and why you are doing it, or ask questions to seek

knowledge• Ensure satisfaction to everyone with creative and accurate solutions and a

“Let me Find Out” attitude

Our Service Behaviors

4. EFFICIENCY: Provide accurate and timely service with the best use of tangible and intangible resources.

Behaviors:• Provide accurate information in a credible and timely manner• Listen to determine and clarify others’ needs • Be the solution- offer ideas to improve operations and processes• Document and share best practices • Minimize waste of resources: people, time, financial and materials

 

 

 

Service Behavior Discussions

3 Ways We Demonstrate Our Service Behaviors

Commitment

SOURCE: Abraham Lincoln

“  

 

 

COMMITMENT

 

is what transforms a PROMISE INTO REALITY.

It is the WORDS that speak boldly of your intentions. And the

ACTIONS which speak louder than the words. It is making the TIME when

there is none. Coming through time after time after time, year after year after

YEAR.

 

COMMITMENT is the stuff character is made of; the power to change

the face of things. It is the daily triumph of integrity over skepticism.” 

Change

Be the“ 

 

 CHANGEyou wish to see in the world.”

SOURCE: Ghandi

THANK YOU! Questions?