CARE AND FEEDING OF CUSTOMERS – VIRTUAL AND FACE TO FACE July 16, 2008Marjorie Brekke

RECOMMENDED READINGS My Pleasure to Serve You: Client Service Marketing.

http://search.ebscohost.com/login.aspx?direct=true&db=lxh&AN=25245354&site=ehost-live

Yes-Based Library Policy http://www.swissarmylibrarian.net/tag/customer-

service Guidelines for Behavioral Performance of Reference and

Information Service Providers http://www.acrl.org/ala/rusa/protools/

referenceguide/guidelinesbehavioral.cfm Embracing Service to Teens

http://search.ebscohost.com/login.aspx?direct=true&db=lxh&AN=32070827&site=ehost-live

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MY IMPRESSIONS AS A CUSTOMER:

Here is what I like to experience as a customer: Smile Greeting Introduction Questions Answers Information Follow-up Invitation to come back

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YOUR IMPRESSIONS AS A CUSTOMER:

What do you like to experience as a customer?

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WHAT TO DO WHEN NOT FACE TO FACE RUSA AAL

And by the way – try not to use acronyms.

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DEALING WITH UPSET CUSTOMERS When I get a call from staff to speak with a

customer who is upset I try to do the following: Respond in a timely manner Greet the customer Introduce myself Shake their hand Ask them to explain the issue Listen Repeat back to them what the issue is Offer possible resolutions to the issue If that doesn’t work – ask them if I can investigate

the issue further and get back to them6

IMPORTANT THINGS FOR CUSTOMER/STAFF RELATIONSHIPS

ConsistencyLeave personal judgments aside

Give customers the benefit of the doubt

Policies/ProceduresDocument, Document, Document 7

“DON’T LET THEM TAKE YOUR COOKIES.” For every negative interaction you have with

a customer, you probably had 50 great ones. It is the negative experiences that we tend to

remember, but don’t let that decide your day. Remember all of the positive interactions you

have experienced throughout the day. I once had someone explain to me that it is

like we have a bowl full of cookies representing all of our positive interactions, and one person can come along and take all of those cookies with one negative attitude. Don’t let them take your cookies. 8

QUESTIONS AND DISCUSSION

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