obstacles to good customer service in libraries
TRANSCRIPT
Obstacles to Good Customer Service In Libraries
Elaine Lasda BergmanNYLA Annual Conference
November 7, [email protected]
@ElaineLibrarian
CUSTOMER SERVICE TRAINING IN LIBRARIES
http://www.noyeslibraryfoundation.org/Images/librarian%201949.jpg
http://www.webjunction.org/events/webjunction/Customer_Focused_Library.html
http://www.ala.org/pla/onlinelearning/webinars/ondemand/customerservice
http://coloradovirtuallibrary.org/create/getting-started-library-customer-service
http://www.librarylearning.info/events/?eventID=17525
http://www.westchesterlibraryassociation.org/workshops/
CUSTOMER SERVICE POLICIES IN LIBRARIES
http://media-cache-ec0.pinimg.com/736x/25/bd/13/25bd13e83e4dd8d0647a6eeb10f6843a.jpg
http://blog.lib.umn.edu/biomdoc/access_services/2007/07/customer_service_skills_review.html
http://library.longwood.edu/about/policies/customer-service-guidelines/
http://jpl.coj.net/lib/customer-service-policy.html
http://www.mariannelenox.com/2009/12/top-ten-customer-service-skills-for.html
http://www.bklynlibrary.org/policy/customer-service
WHAT ARE SOME OBSTACLESTO FOLLOWING GOOD CUSTOMER SERVICE RULES? HOW DO WE OVERCOME THEM?
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GREET EVERY CUSTOMER
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RESPECT USERS AND TREAT THEM ACCORDINGLY
BE APPROACHABLE AND INTERESTED
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THE CUSTOMER IS ALWAYS RIGHT
http://www.quickmeme.com/img/1f/1fd8582c255ce2fc2c35274834da609fd33aa4c25997c8fde949d0b4d3db5484.jpg
http://www.quickmeme.com/img/1f/1fd8582c255ce2fc2c35274834da609fd33aa4c25997c8fde949d0b4d3db5484.jpg
GO THE EXTRA MILE!
http://notalwaysright.com/close-at-8/33060
DETERMINE IF THE CUSTOMER IS SATISFIED
THANK YOU FOR COMING!
Elaine Lasda Bergman
University at Albany Libraries
http://www.slideshare.net/librarian68/