CUSTOMER SERVICE IN THE LIBRARY. Seti Keshmiripour Emily Peebles UNT Libraries Access Services December 2014

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1 CUSTOMER SERVICE IN THE LIBRARY Seti Keshmiripour Emily Peebles UNT Libraries Access Services December 2014

2 WHAT IS CUSTOMER SERVICE? Customer service is providing service to library patrons by librarians, staff, and student employees Understanding patrons needs Assisting patrons Satisfying their expectations Who can be a patron? External Students, Staff, Faculty, & Community members Internal Library employees CUSTOMER SERVICE IN THE LIBRARY / 2

3 THE IMPORTANCE OF CUSTOMER SERVICE Improves patron satisfaction Increases usage and retention Ensures reliability, consistency, and accuracy Opening and closing on time Consistency in implementing policies and procedures Providing correct information CUSTOMER SERVICE IN THE LIBRARY / 3

4 CUSTOMER SATISFACTION Attitudes Leave Impressions Poor Quality Service Good Quality Service VS. Long Lasting Negative Impression Long Lasting Positive Impression CUSTOMER SERVICE IN THE LIBRARY / 4

5 EXCELLENT CUSTOMER SERVICE Going above and beyond to exceed patrons expectations Being empathetic, caring, and attentive Providing high quality service in a timely manner Having extensive knowledge of ALL library services CUSTOMER SERVICE IN THE LIBRARY / 5

6 SERVICE DESK ETIQUETTE Appearance Dress code Approachability Positive attitude Smile & eye contact Greeting Communication Tone of voice Word choice Managing difficult situations CUSTOMER SERVICE IN THE LIBRARY / 6

7 APPEARANCE Dress code Professional and appropriate No revealing clothing No hats, flip flops, or bare feet No clothing with offensive slogans No gym clothes or pajama pants Keep the service desk neat, clean, and organized No food, drinks, or cell phones CUSTOMER SERVICE IN THE LIBRARY / 7

8 APPROACHABILITY Maintain a positive and enthusiastic attitude Make eye contact No social media or homework Smile Make patrons feel welcome Keep staff conversations to a minimum Greet patrons with conversation starters How may I help you today? Did you find what you were looking for? CUSTOMER SERVICE IN THE LIBRARY / 8

9 COMMUNICATION Listen carefully All questions are relevant Respect patrons Tone of voice Speak clearly and politely Do not respond sarcastically Do not speak loudly CUSTOMER SERVICE IN THE LIBRARY / 9

10 COMMUNICATION CONT D Word choice Thank patrons for their questions and feedback Explain library policies and procedures Do not say you have to or you need to Instead of saying I don t know, refer patron to someone who has the information Do not use library jargon Ask if you can help with anything else Respond to their thank you with You re welcome My pleasure That s why we re here Anytime CUSTOMER SERVICE IN THE LIBRARY / 10

11 DIFFICULT SITUATIONS Listen carefully Empathize with the patron Maintain a calm demeanor Explain why there is a problem and how you are going to fix it Excuse yourself politely if a patron is talking too long Learn from your challenging experiences Don t hesitate to ask for a full timer s help CUSTOMER SERVICE IN THE LIBRARY / 11

12 ADA COMPLIANCE When Interacting with Patrons with Disabilities Do Listen carefully to their desired needs Exercise patience and understanding Know the location and use of special equipment Do Not Assume you know their disability many disabilities are not visible Touch service animals or equipment without permission Hesitate to ask a full timer if you are unsure of what to do CUSTOMER SERVICE IN THE LIBRARY / 12

13 ANSWERING THE PHONE Let the patron know the department they ve reached, who they are talking to, and then offer assistance UNT libraries, this is [name]. How may I help you? Maintain a positive and professional tone of voice Explain what you re doing while you re doing it Exercise patience Don t hang up if the connection is bad Sorry, I can t hear you very well. Will you please call us back? End the phone call by asking if they need any more assistance CUSTOMER SERVICE IN THE LIBRARY / 13

14 RESPONDING VIA Start with greeting the patron Use gender neutral greetings Dear Patron or Dear [Patron s Name] Thank patrons for their comments or questions Use polite, objective, and professional language Give step-by-step instructions (include screen shots) Provide links to mentioned services Assure patrons that they can contact you with any other questions Proofread CUSTOMER SERVICE IN THE LIBRARY / 14

15 CONCLUDING REMARKS By providing equal services, every patron feels valued Advances patrons education and learning Decreases library anxiety Increases student retention Improves patrons opinions of libraries Boosts library values Enhances library and university reputation CUSTOMER SERVICE IN THE LIBRARY / 15

16 REFERENCES Bayer, J. & Llewellyn, S. (2011). The customer comes first: Implementing a customer service program at the university of Minnesota, twin cities libraries. Journal of Access Services, 8(4), doi: / Florida Library Webinars. (2014, August 4). Think & do improving customer relationships: Customer service at the library, Cultivating loyal library customers [Video file]. Retrieved from Hasty, D. F. (2004). Applying fourth generation management to access services: Reinventing customer service and process management. Journal of Access Services, 2(3), doi: /j204v02n03_03 Hernon, P. & Whitman, J. R. (2001). Delivering satisfaction and service quality: A customer-based approach for libraries. Chicago: American Library Association. Ontario Education Services Corporation. Tips on serving customers with disabilities [PDF document]. Retrieved from Soete, G. J. (1998). Customer service programs in ARL libraries: A SPEC kit. Washington, DC: Association of Research Libraries, Office of Leadership and Management Services. Weingand, D. E. (1997). Customer service excellence: A concise guide for librarians. Chicago: American Library Association. CUSTOMER SERVICE IN THE LIBRARY / 16

17 CONTACT INFORMATION SETI KESHMIRIPOUR Service Desk Specialist Access Services EMILY PEEBLES Graduate Library Assistant Access Services CUSTOMER SERVICE IN THE LIBRARY / 17

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