Customer ServiceAcknowledge, Connect,

Thank.Three simple steps to great

customer service.Adapted from Customer Services Training at Trump Taj Mahal on June 19, 2008 organized by New Jersey State Library for South Brunswick Public Library In-House Staff TrainingSusanna ChanHead of Children’s ServicesSouth Brunswick Public Library July 2008

Customer Services Statistics

• Only 4% of dissatisfied customers actually complain

• Dissatisfied customers will tell 10 to 20 others

• Happy customers will tell 3 to 5 others

• It costs 5 to 6 times more to attract a new customer

Who are our Competitors?

•Internet •Book stores•Other libraries in the area

Why do Customers leave? •82% are upset with the treatment they received

•14% are dissatisfied with the service

•4% move away

Customer Service Standards

•A cknowledge•C onnect•T hank CC

TT

AA

Customer Service Standards

A cknowledge•Smile•Eye contact•Be pro-active•Professional appearance•Friendly verbal greeting

CC

TT

AA

Customer Service Standards

C onnect•Use names•Give information•Solve problems•Check for satisfaction•Listen

CC

TT

AA

Customer Service Standards

T hank• Invite to return•Express

appreciation•Share information•Fond farewell

CC

TT

AA

In Case of Difficult Customers

•All you need to do is L.A.U.G.H. !

•L isten •A pologize•U nderstand•G ive•H elp

In Case of Difficult Customers

L isten •Listen to customers’ complain

A pologize•Apologize that they are upset, don’t take it personally

U nderstand•Understand customers’ concern and acknowledge their suggestions

G ive•Give them options for their situations

H elp•Help customers to find a solution

Observations and Reflections

For Supervisors:• Consider leadership as a

privilege, an honor to serve• Remember the importance of

teamwork, and make people feel good

• Be a role model – Follow through with your own actions

• Hire for attitude and train for skills

• Look for good behavior attributes such as trust, humility, commitment, caring, passion for service etc.

Observations and Reflections

For Everyone:• Don’t let personal

emotion interfere with your work

• Always keep a smile• Keep your promise• Care• Respect all employees

and customers• Give thanks to be able

to serve your customers

What’s in it for Me?• Job security• Job satisfaction and feeling

good• Problem solving, and seeing

results• Life is easier• Set an example• Get to connect with people in

the community• Leave an imprint on other

people’s life• Make a difference • Lifetime learning• Positive feedbacks

Thank you!