Customer Service 2013 - WebJunction · 2020-04-14 · Extreme Customer ServiceExtreme Customer...
Transcript of Customer Service 2013 - WebJunction · 2020-04-14 · Extreme Customer ServiceExtreme Customer...
![Page 1: Customer Service 2013 - WebJunction · 2020-04-14 · Extreme Customer ServiceExtreme Customer Service, Every TimeEvery Time Gretchen Caserotti, Library Director Meridian Library](https://reader034.fdocuments.in/reader034/viewer/2022042206/5ea816c89327ee348933770d/html5/thumbnails/1.jpg)
Extreme Customer ServiceExtreme Customer Service,Every TimeEvery Time
Gretchen Caserotti, Library Director, yMeridian Library District (ID)
WebJunction Webinar#wjwebinar#wjwebinar
December 12, 2013
![Page 2: Customer Service 2013 - WebJunction · 2020-04-14 · Extreme Customer ServiceExtreme Customer Service, Every TimeEvery Time Gretchen Caserotti, Library Director Meridian Library](https://reader034.fdocuments.in/reader034/viewer/2022042206/5ea816c89327ee348933770d/html5/thumbnails/2.jpg)
Some Truths About LibrarySome Truths About Library Service
✤ All of us WANT to provide good service✤ All of us WANT to provide good service
✤ Many of us SAY that we provide good service
✤ Our patrons EXPECT us to provide good service
✤ Every interaction is an OPPORTUNITY to exceed their expectations
![Page 3: Customer Service 2013 - WebJunction · 2020-04-14 · Extreme Customer ServiceExtreme Customer Service, Every TimeEvery Time Gretchen Caserotti, Library Director Meridian Library](https://reader034.fdocuments.in/reader034/viewer/2022042206/5ea816c89327ee348933770d/html5/thumbnails/3.jpg)
Extreme C tCustomer ServiceService
C i✤ Convenience
✤ Comfort
✤ Hospitality
✤ Quality
Trust✤ Trust
✤ WOW
photo by Flickr user The Shifted Librarian
![Page 4: Customer Service 2013 - WebJunction · 2020-04-14 · Extreme Customer ServiceExtreme Customer Service, Every TimeEvery Time Gretchen Caserotti, Library Director Meridian Library](https://reader034.fdocuments.in/reader034/viewer/2022042206/5ea816c89327ee348933770d/html5/thumbnails/4.jpg)
C iConvenience
C i f✤ Convenience of use
✤ Drive-thru cultures
✤ Save the time of the reader
✤ Usability can help -
✤ The ease of use or✤ The ease of use or learnability of an object (tool, platform, machine, process, etc)etc)
photo by Flickr user Ruth Tsang
![Page 5: Customer Service 2013 - WebJunction · 2020-04-14 · Extreme Customer ServiceExtreme Customer Service, Every TimeEvery Time Gretchen Caserotti, Library Director Meridian Library](https://reader034.fdocuments.in/reader034/viewer/2022042206/5ea816c89327ee348933770d/html5/thumbnails/5.jpg)
C f tComfort
✤ There is a problem of Place in AmericaAmerica
✤ Places in community to meet neighbors see friends relaxneighbors, see friends, relax, converse
Library can be cultural institution✤ Library can be cultural institution as a “third place,” not home or work/school
![Page 6: Customer Service 2013 - WebJunction · 2020-04-14 · Extreme Customer ServiceExtreme Customer Service, Every TimeEvery Time Gretchen Caserotti, Library Director Meridian Library](https://reader034.fdocuments.in/reader034/viewer/2022042206/5ea816c89327ee348933770d/html5/thumbnails/6.jpg)
H it litHospitality
Service happens TO you✤ Service happens TO you. Hospitality happens FOR you.
G d i ill l t✤ Good service will only get you so far. Hospitality - the quality that makes customers feel
d d t t b kgood and want to come back -is what counts.
✤ Enlightened hospitality means prioritizing your stakeholders & treat everyone like a VIPy
![Page 7: Customer Service 2013 - WebJunction · 2020-04-14 · Extreme Customer ServiceExtreme Customer Service, Every TimeEvery Time Gretchen Caserotti, Library Director Meridian Library](https://reader034.fdocuments.in/reader034/viewer/2022042206/5ea816c89327ee348933770d/html5/thumbnails/7.jpg)
Q litQuality
✤ “We are ladies and gentlemen serving ladies and gentlemen.”
✤ 3 Steps of Service:
1. A warm and sincere greeting.
2. Anticipation and fulfillment of peach guest’s needs.
3. A fond farewell. Give a warm 3 o d a e e G e a agoodbye and use the guest’s name
✤ Service Values: I Am Proud To Be Ritz-Carlton
![Page 8: Customer Service 2013 - WebJunction · 2020-04-14 · Extreme Customer ServiceExtreme Customer Service, Every TimeEvery Time Gretchen Caserotti, Library Director Meridian Library](https://reader034.fdocuments.in/reader034/viewer/2022042206/5ea816c89327ee348933770d/html5/thumbnails/8.jpg)
Q litQuality
✤Service is:
✤A flawless product
✤Delivered exactly as a member wants
✤In an environment of caring
![Page 9: Customer Service 2013 - WebJunction · 2020-04-14 · Extreme Customer ServiceExtreme Customer Service, Every TimeEvery Time Gretchen Caserotti, Library Director Meridian Library](https://reader034.fdocuments.in/reader034/viewer/2022042206/5ea816c89327ee348933770d/html5/thumbnails/9.jpg)
Q litQuality
✤ Approach customers with a personalized warm welcomepersonalized, warm welcome.
✤ Probe politely to understand the customer’s needs (ask (closed and open-ended questions).
✤ Present a solutions for the customer to take home today.
Li t f d l✤ Listen for and resolve any issues or concerns.
End with a fond farewell and an✤ End with a fond farewell and an invitation to return.
![Page 10: Customer Service 2013 - WebJunction · 2020-04-14 · Extreme Customer ServiceExtreme Customer Service, Every TimeEvery Time Gretchen Caserotti, Library Director Meridian Library](https://reader034.fdocuments.in/reader034/viewer/2022042206/5ea816c89327ee348933770d/html5/thumbnails/10.jpg)
T tTrust
✤ Trust your patrons and each✤ Trust your patrons and each other
✤ Trusting environments✤ Trusting environments encourage staff to circumvent blame and move to problem resolution quicklyresolution quickly
✤ Trust fosters innovation & ti itcreativity
✤ Trust is earned when a person feels valued
![Page 11: Customer Service 2013 - WebJunction · 2020-04-14 · Extreme Customer ServiceExtreme Customer Service, Every TimeEvery Time Gretchen Caserotti, Library Director Meridian Library](https://reader034.fdocuments.in/reader034/viewer/2022042206/5ea816c89327ee348933770d/html5/thumbnails/11.jpg)
WOWWOW
✤ Core Values include: Deliver✤ Core Values include: Deliver WOW through service
To WOW you must✤ To WOW, you must differentiate yourself...do something that’s above and beyond what’s expected andbeyond what s expected...and have emotional impact on the receiver.
✤ It starts with a culture of extraordinary service. Ingenuity
fbrings it to life.
![Page 12: Customer Service 2013 - WebJunction · 2020-04-14 · Extreme Customer ServiceExtreme Customer Service, Every TimeEvery Time Gretchen Caserotti, Library Director Meridian Library](https://reader034.fdocuments.in/reader034/viewer/2022042206/5ea816c89327ee348933770d/html5/thumbnails/12.jpg)
QuestionsQuestions so far?so far?
photo by Flickr user Leo Reyonlds
![Page 13: Customer Service 2013 - WebJunction · 2020-04-14 · Extreme Customer ServiceExtreme Customer Service, Every TimeEvery Time Gretchen Caserotti, Library Director Meridian Library](https://reader034.fdocuments.in/reader034/viewer/2022042206/5ea816c89327ee348933770d/html5/thumbnails/13.jpg)
photo by Flickr user NJLA: New Jersey Library Association
Library Customer ServiceHow do we deliver Extreme Service?
![Page 14: Customer Service 2013 - WebJunction · 2020-04-14 · Extreme Customer ServiceExtreme Customer Service, Every TimeEvery Time Gretchen Caserotti, Library Director Meridian Library](https://reader034.fdocuments.in/reader034/viewer/2022042206/5ea816c89327ee348933770d/html5/thumbnails/14.jpg)
I t tiInteractions
✤ Staff member - Patron
Library Patron✤ Library - Patron
✤ Library - Community
photo by Flickr user bowmanlibrary
![Page 15: Customer Service 2013 - WebJunction · 2020-04-14 · Extreme Customer ServiceExtreme Customer Service, Every TimeEvery Time Gretchen Caserotti, Library Director Meridian Library](https://reader034.fdocuments.in/reader034/viewer/2022042206/5ea816c89327ee348933770d/html5/thumbnails/15.jpg)
Lib St ffLibrary Staff
✤ What we look like✤ What we look like
✤ What we observe
✤ What we feel
✤ What we do
photo by Flickr user San Jose Libraryphoto by Flickr user bowmanlibrary
![Page 16: Customer Service 2013 - WebJunction · 2020-04-14 · Extreme Customer ServiceExtreme Customer Service, Every TimeEvery Time Gretchen Caserotti, Library Director Meridian Library](https://reader034.fdocuments.in/reader034/viewer/2022042206/5ea816c89327ee348933770d/html5/thumbnails/16.jpg)
ServiceService Delivery1. Focused attentiveness
2. Listen closely
3. Use “layman’s terms”y
4. Be sincere
5 Approachable body language5. Approachable body language
6. Smile (see #4)
7 T t7. Trust
8. Take responsibility
9. Take initiativephoto by Flickr user maximedia
![Page 17: Customer Service 2013 - WebJunction · 2020-04-14 · Extreme Customer ServiceExtreme Customer Service, Every TimeEvery Time Gretchen Caserotti, Library Director Meridian Library](https://reader034.fdocuments.in/reader034/viewer/2022042206/5ea816c89327ee348933770d/html5/thumbnails/17.jpg)
MManagers
✤ Help staff be available
✤ Hold staff (& self) accountable to service values
✤ Don’t fault staff for bending the rules if the action results in better service for the patron
✤ Give staff the tools & the time
✤ Thank small acts of kindness
✤ Reward good attitudes
photo by Flickr user Fairfax Library Foundation
![Page 18: Customer Service 2013 - WebJunction · 2020-04-14 · Extreme Customer ServiceExtreme Customer Service, Every TimeEvery Time Gretchen Caserotti, Library Director Meridian Library](https://reader034.fdocuments.in/reader034/viewer/2022042206/5ea816c89327ee348933770d/html5/thumbnails/18.jpg)
Ad i i t tiAdministration
✤ Develop a culture of servicee e op a cu tu e o se ce
✤ Patron-friendly policies & proceduresprocedures
✤ Encourage teamwork
✤ Don’t fault staff for bending the rules if the action results in b tt i f th tbetter service for the patron
✤ Regular recognition sustains a g gculture of excellence
![Page 19: Customer Service 2013 - WebJunction · 2020-04-14 · Extreme Customer ServiceExtreme Customer Service, Every TimeEvery Time Gretchen Caserotti, Library Director Meridian Library](https://reader034.fdocuments.in/reader034/viewer/2022042206/5ea816c89327ee348933770d/html5/thumbnails/19.jpg)
Lib P tLibrary - Patron
✤ Person to Person✤ Person to Person
✤ Person to Collections/Spaces
✤ Person to Website/Catalog
✤ Person to Services
photo by Flickr user bowmanlibraryphoto by Flickr user San Jose Library
![Page 20: Customer Service 2013 - WebJunction · 2020-04-14 · Extreme Customer ServiceExtreme Customer Service, Every TimeEvery Time Gretchen Caserotti, Library Director Meridian Library](https://reader034.fdocuments.in/reader034/viewer/2022042206/5ea816c89327ee348933770d/html5/thumbnails/20.jpg)
Library -Library Community
✤ Culture affects everything we do in our buildings and in our communitiescommunities
✤ Excellent customer service builds appreciation goodwillbuilds appreciation, goodwill, loyalty and support in a community
✤ The library is successful when the community is successful
![Page 21: Customer Service 2013 - WebJunction · 2020-04-14 · Extreme Customer ServiceExtreme Customer Service, Every TimeEvery Time Gretchen Caserotti, Library Director Meridian Library](https://reader034.fdocuments.in/reader034/viewer/2022042206/5ea816c89327ee348933770d/html5/thumbnails/21.jpg)
photo by Flickr user opensourceway
Obstacles & Failures
![Page 22: Customer Service 2013 - WebJunction · 2020-04-14 · Extreme Customer ServiceExtreme Customer Service, Every TimeEvery Time Gretchen Caserotti, Library Director Meridian Library](https://reader034.fdocuments.in/reader034/viewer/2022042206/5ea816c89327ee348933770d/html5/thumbnails/22.jpg)
Danny MeyerDanny Meyer The 5 As
✤ Awareness
✤ Acknowledge
Apologize✤ Apologize
✤ Act
✤ Additional Generosity
![Page 23: Customer Service 2013 - WebJunction · 2020-04-14 · Extreme Customer ServiceExtreme Customer Service, Every TimeEvery Time Gretchen Caserotti, Library Director Meridian Library](https://reader034.fdocuments.in/reader034/viewer/2022042206/5ea816c89327ee348933770d/html5/thumbnails/23.jpg)
Matrix courtesy of Darien Library
How do you Perform?Standard (Good) Extended (Great) Innovative(Extreme)
![Page 24: Customer Service 2013 - WebJunction · 2020-04-14 · Extreme Customer ServiceExtreme Customer Service, Every TimeEvery Time Gretchen Caserotti, Library Director Meridian Library](https://reader034.fdocuments.in/reader034/viewer/2022042206/5ea816c89327ee348933770d/html5/thumbnails/24.jpg)
Th Whit Gl T tThe White-Glove Test✤ What process do you have in place to regularly & sincerely seek an understanding of
both the satisfaction & engagement of your staff, customers & other stakeholders?
✤ Is the data from measurement provided in an understandable way so that everyone can see how their effort is affecting progress?
✤ Are the objectives you are setting clear, manageable, & congruent with the core values or your company?
✤ How do you appreciate, acknowledge & report the information you receive in a way that helps key players understand & participate in fulfilling future business objectives?
✤ Are you measuring progress against your objectives?
✤ Are you wedded to your objectives, even in the face of new trends emerging from ongoing data collection?
![Page 25: Customer Service 2013 - WebJunction · 2020-04-14 · Extreme Customer ServiceExtreme Customer Service, Every TimeEvery Time Gretchen Caserotti, Library Director Meridian Library](https://reader034.fdocuments.in/reader034/viewer/2022042206/5ea816c89327ee348933770d/html5/thumbnails/25.jpg)
photo by Flickr user GabriellaP93
Service with HeartThe answer is yes.....Now what is the question?
![Page 26: Customer Service 2013 - WebJunction · 2020-04-14 · Extreme Customer ServiceExtreme Customer Service, Every TimeEvery Time Gretchen Caserotti, Library Director Meridian Library](https://reader034.fdocuments.in/reader034/viewer/2022042206/5ea816c89327ee348933770d/html5/thumbnails/26.jpg)
Thanks forThanks for Listening
✤ Questions?
✤ Want to talk more?
G t h C tti✤ Gretchen Caserotti
✤ [email protected] @ g
✤ @gcaserotti
photo by Flickr user kharledCredited images used with permission by Creative Commons license