1. Amanda E. Perrine, MLIS

2. 2About Me 3. 3Overview 4. 4The Tale of the Microfiche*In order to protect the guilty, models were used for the following images.Plats fr skanning av microfiche fr Genline hos Slktforskarnas hus i Leksand by Edaen is licensed under cc-by-3.0 5. 5 6. 6 7. 7 8. 8 9. 9 10. 10 11. 11 12. 12 13. 13Everyone Thinks Youre aLibrarian 14. 14Even the JanitorUsed with permission, Paige Perfect, 2013 15. 15You Cannot Teach Nice 16. 16The Right Fit 17. 17The First Step 18. 18Customer ServiceExpectations 19. 19TrainingCC0 1.0: http://www.publicdomainpictures.net/view-image.php?image=56145&picture=male-teacher-cartoon 20. 20Satisfied vs. HighlySatisfied Patrons 21. 21Word of Mouth 22. 22Poor Experiences 23. 23The Customer JourneyCC0 1.0: http://www.publicdomainpictures.net/view-image.php?image=21318&picture=the-path 24. 24Activity: Patron Journey Draw the typicaljourney of your patrons 25. 25Learn by Watching 26. 26The Customer Journey:Before 27. 27The Customer Journey:After 28. 28The Moment of Truth 29. 29Activity: Your Patrons Write down 3 regularpatron types What are theirinterests? How are you currentlyserving them? What could you do toserve them better? 30. 30A Patron Walks into YourLibrary 31. 31The Confused 32. 32Signage 33. 33Great Signage 34. 34Middle of the Journey 35. 35Time is Relative 36. 36Perception is Reality 37. 37Resetting the PatronsInternal Clock 38. 38Acknowledge Patrons 39. 39Just Say Yes 40. 40 41. 41Employee Empowerment 42. 42Front Liners Ideas 43. 43Aces in Their Places 44. 44Magic Apron Training 45. 45Upsell 46. 46Upsell 47. 47End of the Journey 48. 48Learn Patron Names 49. 49Activity: Patron Names Write down the namesof 10 regular patronsand their interests 50. 50After the Journey 51. 51Coaching What, Why What You Did Why it Was Good What, What, Why What You Did What You ShouldHave Done Why You ShouldHave Done itDifferently 52. 52Service Assessment 53. 53Culture of Assessment 54. 54Activity: Next Steps Review your patronjourney map What do you want tokeep the same? What changes do youwant to make? What potentialroadblocks may youface when trying toimplement thesechanges? 55. 55Thank you! Questions? Contact Me aeacquar@syr.edu SlideShare:amandaeperrine LinkedIn:amandaeperrine