Capturing Customer Service

How to Provide Stellar Customer Service in the Harris County Public Library Galaxy

What do our Customers Need?

Customers ask for what they want; it is our job to also provide what they NEED

A customer’s needs may vary based on PERSONALITIES or CIRCUMSTANCES

What are our Customers Looking For?

If asked to define service, many would respond the answer is giving the customer what they WANT, which sets the scene for FAILURE.

Try to say YES as much as possible.

Saying NO doesn't mean you’ll end up with an unhappy customer

Saying yes doesn’t guarantee a HAPPY customer

In What Instances Might We Say NO to a Customer?

1. It is AGAINST Federal Regulations2. It is a violation of PRIVACY3. The customer has a history of ABUSING

the system4. It goes against our MORALS/ETHICS5. It NEGATIVELY impacts another

customer directly

How Do We Provide Stellar Customer Service?

Excellent customer service is provided when you address these basic, less obvious needs:1. LISTEN effectively2. Provide OPTIONS3. Be FRIENDLY4. Express Empathy and Understanding

WITHOUT JUDGEMENT5. Give the customer a feeling of CONTROL6. Give INFORMATION7. Always be FAIR

Ways to Improve Listening Abilities

Resist DISTRACTIONS and stay ALERTJudge CONTENT not DELIVERYLearn to listen ACTIVELYListen TWICE as much as you speakDon’t INTERRUPTAvoid DEFENSIVENESSKeep an OPEN MIND

Ways to Improve Listening Abilities

Notice NON-VERBAL CommunicationRESPOND, so that they know you are

listening When responding, use SHORT responses

when the speaker is saying something IMPORTANT to them

SUMMARIZE what they’ve said

How do we Create Long Term Relationships?

LEARN about your customersGive PERSONAL serviceANTICIPATE their NEEDSExceed their EXPECTATIONSBe familiar with NON-LIBRARY topicsALERT them to new products/servicesKnow and adapt to their PERSONALITY

How do we Nurture those Relationships?

Learn about PERSONALITY styles and use that knowledge

Be KNOWLEDGEABLE about your organization and its offerings

Under PROMISE and over DELIVERBe POSITIVE about your organizationListen Actively and EMPATHETICALLYAPOLOGIZE when appropriate

How do we Nurture those Relationships?

Give them our FULL attentionDon’t play the BLAME gameBe a HUMAN beingDon’t treat them like an INTERRUPTIONMake sure customers are GLAD they

came to youDon’t ever talk over THEIR HEADSAlways say THANK YOU

How do we Nurture those Relationships?

Be HONEST, even if it hurts Go the EXTRA MILE Be glad to accept CONSTRUCTIVE

criticism Respond in a TIMELY manner FOLLOW UP when appropriate

Ways to Nurture our Customer Relationships

Find OPTIONS if at all possibleTake RESPONSIBILITY for satisfying the

customerBE sure your “tone of voice” is

ENTHUSIASTICDon’t make DEMANDS of your customersAlways make TIME for your customersRemember it would be difficult to over use

THANK YOU

How to Handle an Upset Customer

Let the customer VENTDon’t open the NEGATIVITY doorEliminate your EMOTIONSOWN the problem, don’t pass the customer

aroundSay what you CAN doGive OPTIONS if possibleResolve it QUICKLYFIX whatever caused the problemDon’t take it PERSONALLY or HOME

Keep this in Mind!

A SATISFIED customer will tell 1-3 people about their experience

A DISSATISFIED customer will tell 9-10 people about it

Now On to the Quest

Keeping everything you just learned in mind, answer the questions on the blog below this PowerPoint.