The Most Important Visitor:

Customer Service and Customer Satisfaction in an Environment of Change

Derek Wolfgram & Ann Awakuni

Santa Clara County Library 2012

Active Listening

Licensed for reproduction from www.cartoonstock.com

Bore, n.:

A person who talks when you wish him to listen.

-Ambrose Bierce, The Devil’s Dictionary

From http://www.faculty.londondeanery.ac.uk/e-learning/appraisal/skilful-questioning-and-active-listening

Being heard is so close to being loved that for theaverage person they are almost indistinguishable.”

- David Augsburger

“

SCCL Circ: Building a long-term

relationship with our

customers

Our coworkers are our customers too!

• If you know a better way of doing something, share it. If your coworker knows a better way, learn it.

• Recognize good work.

• Treat your employees the way you want your customers to be treated.

First impressions =

lasting impressions

How customers feel when they interact with an employee determines how they feel about the company itself.

-Daniel Goleman, author, Emotional Intelligence

Take personal responsibility to

create a welcoming environment

• Saying “Good morning!” makes the morning good. Really.

• “5 Foot Rule” - anytime someone is within 5 feet of you, you should acknowledge

them.

• Immediately look up when customers or co-workers approach and let them know you’re available to help.

Our goal is a successful customer experience, not just the completion of our specific task.

Focus on the

Don’t wait to be approached.

Be proactive and ask how you may be of service.

Notice customers’ body language; Look for visual cues that people need help.

Body language

Be aware of non-verbal cues—your own and customers’.

38%

7%

55%

Attitude/tone of voice:• People respond to tone. Example: Daniel Pink’s

emotionally intelligent signs.

Smile• Mimicry – Studies show that when we are

exposed to happy faces, our facial muscles maneuver into a smile.

• Studies show that clerks who smile are deemed more competent.

• If you’re not a “smiley” person, practice.

Smile…on the phone

Smiling adds warmth to your voice.

Put an image by the phone that makes you smile.

Thank you…Thank you…

Apologize. It’s easy and people like it.

for waiting for calling

for asking for bringing that to my attention

for telling me for reminding me

for thinking of us for your help

I’m sorry.I’m sorry.

Do you know who your customers are?

• Do you know the names of your regular patrons or just your problem patrons?

“Hey, Jim!”

“Oh, there’s Frowny-Dude”

Call patrons by name

Sometimes you want to go where everybody knows your name.”

Customize service to meet individual needs

• Flexibility is key in providing great service• Take care of your customer—Rely on judgment

over rules.

• Be aware that cultural differences may impact how people prefer to experience the library.

Anticipate & Follow-Up

• Anticipate customer’s needs. (SJPL hours.)

• Explain what you’re doing and explain what is going to happen. (Ex. Transworld)

• Own a customer’s complaint.

to here?How do I get from here…

Check in with your customer

• Ask questions to confirm patrons are having a positive experience:

• “Did I answer your question?” “Did you find what you were looking for?”

“I won’t complain. I just won’t come back.”

Did these DVDs play okay for you?

Understand your products and services

• Library calendar of events – what’s happening in the library today, this week.

• Are you familiar with Bibliocommons? Do you regularly check our website & your email?

Is the customer always right?

Question:

“The customer may not always be right, but the customer is always the customer.”

• Always give patrons the benefit of the doubt.

• Proving to him why he’s wrong and you’re right isn’t worth losing a customer over.

• Try to find ways to say “yes”.

How to give bad news

• Show empathy. Listen to what the other person has to say, and express your sincere condolences. Be patient while they absorb the news.

• Save the details for later. In many instances it’s unnecessary to relate every last detail all at once, and may in fact be better to let the person absorb the brunt of the news before you drown them with the details.

• Expect the unexpected. Upon hearing the news, the other person may lash out at you. They may burst into tears. They may be speechless. And any one of these reactions is OK.

• Accept whatever reaction the person has. Let go of any dread or expectation as to how the person will react and be open to however they do react to the news.

Trouble is inevitable, misery is optional.”

Make prompt service to customers a priority over other work.

My fries are burning. Keep smiling.

Take personal responsibility to understand and meet our customers’ needs.

Be a Be a problem-solverproblem-solver

• Be Patient

Be patient.

Be positive.Be positive.

Summary: Building a long-term customer service relationship:

• Patrons first. Make prompt service to patrons a priority over other work.

• Take personal responsibility to understand & positively meet patrons’ needs.

• Be proactive. Be a problem-solver. Be patient. Be positive.