Kate Laughlin, presenter
1. Why? We have a lot of trainings, but none on "customer service" -- which is our main focus.
Competition -- we're not the only game in town, days of the stern shusher are over. Hope, from Neil Gaiman: “Google can bring you back 100,000 answers, a librarian can bring you back the right one.”
Customers are everyone: patrons*, staff, vendors, publishers, citizen non-users, etc. A continuum.
*one who supports and uses an institution -- a very special term.
Service sense of humor, multitasking, motivation to service, openness, follow-through, openness and fascination with general public.
2. Attitudes & Motivation
Attitudes prior life/work experience, upbringing, coworkers (good or bad), boss/mgmt, diet & exercise (mental & physical health), organizational culture, personality (intro vs extrovert, cultural origin), training, feedback, trauma/joy, and community (involvement & norms--some will approve a levy, some not).
Motivation self-awareness--to do a good job or just "collecting the paycheck," pride, empathy, praise/recognition, patron feedback/building relationships, new projects, mentors, lifelong learner, etc.
3. Service Excellence messages people get from us: 38% is paraverbal, 55% is non verbal, 7% is verbal (Mehrabian) get that "human touch" in there, smile in your voice over the phone, etc. Exemplary servers: TRL, this group can't stop talking about Zappos, which I've learned sells shoes. Also mentioned: Starbucks, Les Schwab, Costco, Massage Envy, Kohl's, AAA, Geico, Whole Foods/Trader Joe's, auto parts & hardware stores (little ones), honesty (what we offer vs sales), building rapport vs. "bait & switch," social media can help humanize online presences, learning names, knowing & caring about each other. And most of these places treat their employees well. Three aspects:
inspire top-down, management, policy/procedure must be nailed down, hire that service nature, fire those who don't show it (Zappos offers a $4k separation for employees who aren't fitting). Clear values, service principles, policies, procedures.
***Burlington PL offers 1 hr/wk for self-directed learning, staff bring up what they've learned at meetings.
buy-in each person, team has shared values and conduct and works with flexibility and being reasonable in meetings and day-to-day.
support internal service from tech services, etc. frees us to do the above things.
Approachability eye contact, smile, greeting, open posture, attentiveness (vs. working on something), roaming (OTB* even just with eyes), physical space/non-barricade (remove obstacles!), full attention given, humor, hygiene (strong odor), open door/signage, clear and open lines of communication, site navigation.
*Off The Butt, never sit for more than 15 min. at a time. Good for internal morale, workshopping, etc.
Acknowledgement Knowing name "Skipper Bob," rewards (like SRP), prompt appropriate communication (can skip the niceties when rapport established internal/external), saying "what an interesting question"/validation, listen attentively, courteous professionalism ("thanks for coming in,") busting misperceptions ("Excuse me but, can I ask a question...THAT'S WHAT I'M HERE FOR*), reading people (whether they want detailed RA or just a quick in/out, "read the mood"), assume goodwill/see the best potential in everyone, responding to difficult situations with a thank you, customer comment form, well-wishes "have a good afternoon," emphasize that there are no dumb questions.
*Sign above library service desk: "Our job is to be interrupted."
Key Elements*
*flexibility/adaptability is key in everything
*flexibility/adaptability is key in everything
Courtesy/Respect confidentiality, let patron know you heard them/listen actively/empathy, P's & Q's, nonjudgmental openness.
Reliability/Consistency staff support--equal training/footing, standard, reasonable, and updated policy/procedures, current techniques, materials, services, prompt follow-through, honesty & trust, answer the phone the same way.
The extra mile/going above & beyond
cross-trained/thoroughly knowledgeable, OTB, anticipate needs, "+1" recommending a database in addition to the book just checked out aka exceed expectations/knowledgeable.
5. Consistency of Service
Interpreting Policy with Service Excellence as Goal
Clear Limits checkouts, computer use, fines, meeting room use, copies/prints, clarity is key.
Variable Limits unattended child policy (intentionally fuzzy in RCW), annoyance policy "creating a disturbance," service animals*, cellphone usage, exception cannot become the rule -- this is when you have to revisit the policy or talk to an employee about enforcing policy & procedure.
*don't need to be marked, can approach say "pets aren't allowed in the library," if they reply that it's a service animal, the conversation's over. Service animals need to obey rules of conduct, if barking, attacking, etc. they can be asked to leave. NEVER ask for medical reason, can ask what service the animal provides, but that gets people defensive. The goal is service excellence, not "busting the perp." PTSD is common for service animals.
6. Service Obstacles
Can be personal don't like kids, hard of hearing, racism/rudeness from patrons, ADD/multitasking, etc.
Can be institutional space, tech, vice, losing patrons, discouragement, work on most pressing first.
Can it be expressed to each other? can we tell tech services that we need something differently? Admin? You may need to step in as a supervisor or talk to a supervisor.
7. Service Strengths
from colleagues electronic/IT, affability, graphic design/creativity, intuitive teamwork (knowing the situation & people makes this possible), complimentary strengths (use knowledge to become collectively stronger), back-up, children's RA, storytimes, etc.
from organization many: friendly, quick, well-oiled smilers, community center, etc, etc...
