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Customer-Friendly Is More Than An Attitude
An Infopeople Workshop
December 2004-April 2005
Elaine Z. Jennerich
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Agenda Introductions Customer-friendly attitude and
actions Confusing the customer Listening When saying “no”
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Introductions Name Library Position One thing you like about serving
your library’s customers
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“To create a positive first impression, weneed to know how to connect immediately with others regardless of their age, gender, ethnic background, mood, or thesituation.” …Jeff Mowatt
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Rapport Making the
customer feel important
Small talk = Big return
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Exercise #1: Building Rapport Break into small groups
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Look at the “library users” in the pictures
Create rapport building questions or comments for each picture
Share one example with whole group
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Artistic Give And Take Exercise Sit back to back Artist assistant describes picture Artist creates the picture Reverse roles
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GIVE AND TAKE OF COMMUNICATION…
What happened? Language/terminology Nonverbal Feelings/emotions
Outcome? What did you learn? What would you do differently?
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Customer-Friendly – Basic Attributes Expect to have a
good day Smile Greet the customer Eye contact Simplify language Make the customer
feel important
Open body language
Listen, listen, listen Ask open-ended
questions “Is there anything
else I can do?” Thank the library
user
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Personal Action Plan
Write down one actionyou can take to improve rapport with
your library users.
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Confusing The Customer
“If confusion is the first step to knowledge, then I must be a genius.”
….Larry Leissner
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Clear Explanations And Directions
Remember the Artistic Give and Take?
What did you learn about giving clear
explanations and directions?
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Avoiding Biblio-Language
What is the alphabet soup in your library?
Jargon?Abbreviations?Acronyms?Biblio-language?
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Exercise #2 Simplifying The Language
Write down ten biblio-language examples. Create sentences Exchange sentences Simplify sentences
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Personal Action Plan
Write down one action you will take to simplify communication with your customers.
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Watch video…..thentake the quiz “Communicating
with ESL Customers”
Exercise #3:Customers With A Difference
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Phone Customer (ESL) What techniques
work for you? What doesn’t
work? What difficulties
do you have? What difficulties
do your customers have?
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Personal Action PlanWhat action will
you take to improve your interaction with users who are not native English speakers?
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Listening
We have 2 ears and one mouth; obviously, we should be listening
twice as much as we speak. ….anonymous
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Listening Myths Listening is a natural skill. Listening is passive Interrupting is bad form. You can stop listening when you get
the general idea. Listening and hearing are the same.
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4 Types Of Listening
Inactive Selective Active Reflective
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Main Barriers To Listening Noise
Distractions
Movement
Physical surroundings
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Additional Barriers To Listening
Other barriers to listening?
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Just React Licorice Liberal Crutches Toddler Muslim Retarded Stutter Piercings
Hockey Teriyaki Hip-hop Prayer GED Old Librarian Disfigured
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“Emotional” Reactions
The human mind always takes the “emotional road” first.
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Listener Filters Prejudice/bias
Assumptions
Listener thoughts
Feelings about topic
Feelings about speaker
Conflict of values
Difference in style
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Listening Exercise In your group, discuss what you
might do to overcome at least 3 barriers and 3 filters from the list that are assigned to your group.
Someone from your group will report to the whole class.
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Personal Action Plan
What specific step will you take so that you will be listening to users more effectively?
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Saying “No”No No way… No No
No No NO No
Won’t no Never No
No Nope No Can’t
no no No no
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“No” Situations
In what types of library situations are you unable to fill requests or have to say “NO”?
Let’s create a list of some those situations together…..
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Can’t Fill A Request?
Do you understand the problem?
Form a team with customer
What can you do? Create a “neutral
zone” on paper
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Neutral Paper Zone Takes emphasis away from feeling
and makes it more tangible Focuses on facts Lessens effects of personality and
biases Creates teamwork Stresses options, solutions….
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Neutral Zone Examples
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Personal Action Plan
You must say “no” to a customer or can’t fill a request.
What is one way you will do that better?
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Let’s Review the Day
What did you learn today?
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Personal Action Plan
Using the 5 actions you chose throughout the day,
write a paragraph describing your overall action plan!
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Please fill out your evaluations