the customer-centric library

For employees of the

Florence - Lauderdale Public Library

October 8, 2010

Presented by Marianne Lenox,

Staff & Volunteer Coordinator

Huntsville – Madison County Public Library

The Customer-Centric Library

PointOfView

“Perception is the better part of reality.” Napoleon Bonaparte

"Customer service is largely a matter of perception and managing expectations.

Perception vs. Reality

"What counts from the company's point of view is

that customer expectations are consistently being met.”

Perception vs. Reality

"Then, the company can build on that strength, retain its customers and expand its

business."

Krannert School of Management

Perception vs. Reality

Prepare

yourself

1. Be Happy.

Ready?

Set.

2. Choose an energy source.

3. Accept the challenge.

Go!

Tips

Skills

6 Tips

1. Maintain an attitude of service excellence inside and out.

2. Identify customer needs.

6 Tips

3. Act as if.

6 Tips

4. Practice excellent service at every customer contact point and beyond.

6 Tips

6 Tips

5. Handle difficult patrons with care.

6. Exceed expectations.

6 Tips

The Two Rules of

Customer Service1. The customer is always right.

2. When in doubt, see Rule #1.

2%

The customer is

almost always right.

98%

A collaborative learning experiment…

Ten Skills

Approachability

Listening

Promptness

Ten Skills

2. ListenRemuneration

Empathy

Problem Solving

Ten Skills

Deductive Reasoning

Tolerance

Responsiveness

Ten Skills

2. ListenAppreciation

ThankYou!

For more information…

For a copy of this presentation

and speaker notes, please visit:

http://www.mariannelenox.com/

2010/10/customer-centric-library.html