Notes

Outline

Give ‘em what they want! Making it easier to say “YES”: Providing Excellent Customer Service

"Adapted from" Adapted from “Achieving Excellence in Customer Service” Presented 20 May 2003 VLA Paraprofessional Forum By Gisele McAdoo, Old Dominion University Libraries

Assessing Customer Service Do our customers have a “Ritz” experience, or a “DMV” experience?

What to avoid Policy-driven / punitive service Rigid, Reactive, Negative service Lack of Trust in users No empowerment to users “One way is the right way”

By the Book! What to avoid: Focus on policies, not people Negative Language Service Delays Hassle for the user Blame the user Under-utilize human resources

Just say “No”: hallmarks of bad service Negative terms: Can’t, didn’t, won’t, wrong, impossible Personalizing: “YOU can’t check out without an ID”; “I CAN’T hold these books for you.” Criticizing: coworkers, students, faculty Blaming: users, policies Complaining: too much work, not enough time, not my job, never did it that way before

Changing our way of thinking: Who is our customer? The External Customer The Internal Customer The Local Customer The Remote Customer The Global Customer The Present Customer The Future Customer

Who are our customers? The user: students, faculty, community Colleagues: coworkers, supervisors, student assistants Other campus offices Campus services Volunteers

Achieving excellence in 3 easy steps Evaluate Everything: what do we do and why? Identify Problems and Recommend solutions: what can we do better and how? Develop and Implement Improvements: Try something new

Keys to Success Collaborative Effort: Teamwork! Mutual Trust: take a risk! Respect: for coworkers, supervisors, staff

Communication is key! Positive Professional Sensitive Courteous Soft Approach to addressing problems Not easy but essential

Negative Language is Counterproductive Address Issues Focus on Solutions Offer Suggestions Take Responsibility Offer Assistance Not persons Not problems Not criticism Not assign blame Not distance ourselves

Quality Communication Clear and Courteous: “thank you for calling”; “may I see your ID” Positive Language: “How may I help you?” “Were you aware?” “Let’s find a solution.” Approachable and Responsive: Eye contact, smile, full attention Acknowledge waiting: “I’ll be with you in a moment”; “thanks for holding/waiting.”

Problem solving skills Listen carefully Ask Questions courteously Explain clearly (ESL!) Explore alternatives Provide contact information Provide service Describe service Be understanding Put yourself in their shoes Be patient Follow up!

Customer Service Commitments Focus on Teamwork Be Proactive (not reactive) Cooperate (with users/coworkers) Avoid criticism (of users/coworkers) Think like a Service Organization (not an Institution) Say Yes

Every Day a Customer Service Day Integrate Customer Service Principles into EVERY daily activity Make Customer Service a part of ALL interactions

Don’t be an institution Be a customer service organization