Customer Service is my favorite topic. Why? Because it the very basis upon which our business in the library is based. Without good Customer Service there wouldn’t be anybody retuning to the library for its products and services, but more about that later. For those of you who prefer to call your clientele patrons or users, please bear with me today as we talk about our customers.

I am a firm believer that it’s not what we do but how we do it that makes all the difference in Customer Service. And Customer Service is More than a Smile; that “Making a Good Impression Counts.” So how do you Make a Good Impression?

It’s based on how you act or react, it’s your behavior. And the good behaviors you chose to employ can actually become your skills. Skills help you work more effectively and efficiently – and most important – they reduce your stress. Why? Since when you know how to act or react, you stay in control of the situation! Control reduces stress.

And these skills become your tools. Just like a carpenter who wears a tool belt and knows exactly which screw driver he needs, these behaviors become your tools of providing good customer service, to use when you need them.

The short answer is DO UNTO OTHERS AS YOU WOULD HAVE THEM DO TO YOU. The GOLDEN RULE appears in every major religion. To me it is the essence of good service – good customer service!

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Let’s start with defining… GOOD CUSTOMER SERVICE

To set the scene, think of our experience as customers – perhaps in a department store, getting the car serviced, a small variety store… We can all probably remember some good times and bad times. Focus on the positive. What made your experience a good one? I’ll give you a couple of seconds to identify some behaviors that made that experience work for you.

If your first response was EYE CONTACT, give yourself a pat on the back. Why? Of all behaviors this is most important because without a doubt it acknowledges your presence. Next SMILING / We all respond to a smile, even babies! Finally, a GREETING. Maybe it’s “Hi!” Maybe it’s “I’ll be right with you ” Or maybe you use something else. All of this is called POSITIVE INTERACTION.

TO SUM UP = GOOD CUSTOMER SERVICE RESULTS IN POSITIVE INTERACTION WITH CUSTOMERS GIVING THEM THE PRODUCT OR SERVICE THEY EXPECT. Now switch gears. Think of ourselves as giving that service. It shouldn't be too hard to realize that our patrons really are customers, the same term used by stores. They come to us for products like books and DVD’s and services like information, a quiet place to study, public access computers, and story hours or a life long learning program.

And like customers in a store, our customers also pay – with their taxes.

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The way we relate to our public has been formally acknowledged by your library trustees. With your Director, they have adopted a mission statement that describes their vision of the library in your community.

If you are not familiar with your library’s mission statement, then your first assignment will be to look it up and pick out the words that you consider key customer service phrases. Maybe you will find such words as:

access, accommodate, accomplish, achieve, .affirm, arrange, assemble, assist, attend, available, benefit, broaden, carry out, cooperate, create, cultivate, develop, deliver, dispense encourage, enhance, enrich, establish, forward, foster, fulfill, furnish, help, identify, improve, inform, make accessible, meet, nourish, nurture, obtain , offer, organize, perform, preserve, promote, provide, reach, realize, serve, stimulate, summon, supply, support, sustain. uphold, wait,

Above all our purpose is to serve our customers by meeting their needs and demands. This is our goal and it affects everything we do.

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Our goal in this webinar is for you to understand what good customer service is all about.

We want to DEFINE GOOD CUSTOMER SERVICE. You will be able to recognize the behaviors that ensure good customer service.

DESCRIBE THE BEHAVIORS THAT ENSURE GOOD CUSTOMER SERVICE. Behaviors that you can choose to put in your tool kit.

And finally we want to be able to EXPLAIN SOME STRATEGIES FOR COPING WITH DIFFICULT SITUATIONS.

And these strategies, these behaviors, are going to become your tool kit. And you already have three: eye contact, the smile, the greeting.

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The CUSTOMER Service is important for the customer. Service is the standard by which libraries are measured. Customers determine what services we provide and whether or not we have a successful organization. Their satisfaction with the service they receive – more that any product – is what keeps customers coming back or supporting the library when it is time to vote on the budget.

Remember – our culture is a customer-oriented society. Customers have expectations. They deserve to be treated with respect as well as have their expectations met courteously and quickly.

What’s in it for YOU. Knowing how to provide good customer service is important for you. Giving good customer service, using your tools will increase your comfort with customers,will build your confidence with customers, andreduce any feelings of stress

What’s in it for your LIBRARY. Good customer service is important for your organization. One customer dissatisfied with service will tell at least nine other people. Imagine a particularly bad week when 25 people are not happy with the way they have been treated. If each person tells nine other people about a bad experience, soon 225 potential customers will have a negative impression of your library.

Businesses spend millions of dollars annually on marketing campaigns to attract customers. Many organizations overlook that fact that providing good customer service is the key to keeping customers. Even such non-profit institutions as libraries need to be concerned about keeping customers. After all, our customers are paying for library services and they deserve the best we can give them.

Finally, high morale will exist in an organization that recognizes the value of good customer service and acknowledges the staff who provide that quality service

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We've talked about why good customer service is important.

Now I want to share with you some behaviors that exemplify good customer service. These behaviors fall into four areas:

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What does being approachable mean?

Be alert for customers who may need your help

Give prompt attention

Smile

Make eye contact

Speak in a comfortable, relaxed, pleasant tone

Body language: should appear friendly, confident

If you are on the phone or working at the computer, look up and acknowledge with a nod. Move and face the customer with good posture.

Sitting at the desk? Move: stand up and lean forward

Standing at the desk? Move: lean forward

In other words, move by turning to face the customer.

And here is another skill to add to your tool kit: breathing. Since moving makes you breathe, your muscles can stay relaxed and that reduces your stress. Watch a performer – what do they do? They move. Yoga breath: To breathe in through your nose, push out your tummy; to breathe out through your mouth, pull in your tummy.

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Give customer full attention

Display genuine interest

Listen without interrupting

Anticipate needs, listen for what is not said

Ask clarifying questions to get the details

Make attentive comments such as, "I see"

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Use open-ended questions, such as "How may I help you?"

Give accurate information

Help fellow staff members give accurate information

Offer appropriate referrals

Speak clearly and distinctly

Check with the customer to be sure the answer/information is understood

Use a phrase like “Does this completely answer your question?”

Treat all customers with equal consideration and respect, including children – they are customers too…

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What is the hierarchy for the LIBRARY ?

BOARD

DIRECTOR

MIDDLE MANAGEMENT

FRONT LINE STAFF

CUSTOMERS

An organization that values good customer service operates as if the organizational chart has been turned over, so that the customers are on top. Immediately under them are the people who directly serve the customers. Everyone in the organization serves someone who serves the customers. Does it make sense? Do we think of "the customer first?"

In an organization that values good customer service, the front-line staff seeks input from customers and can become an agent for changing the procedures and policies

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If emphasis is placed upon the importance of good customer service, acknowledgement must be given when good customer service practices are demonstrated.

This acknowledgement can come in many ways.

KIND WORDS FROM A SUPERVISOR It is always good to hear from your supervisor, whether it is a “thank you” or “good job.”

CUSTOMER SERVICE AWARDS Some libraries might offer service awards or recognition for a job well done.

Saying A JOB WELL DONE is enough. Just saying out loud, “good job" to a co-worker who is on the ball and handles a situation well can really make a difference.

It's important to reinforce good customer service, because what gets rewarded, gets done.

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When you look at this list of customers, you can see why it is important that all of you have an awareness of good customer service and have the skills to provide that service.

We are not just concerned with staff in public service areas who interact with external customers.

We want everyone to recognize the value of treating co-workers, volunteers, student employees, contractors, and anyone they come in contact with as they would a guest.

Remember THE GOLDEN RULE?

AN ORGANIZATION IS ONLY AS STRONG AS THE ABILITY OF ITS STAFF TO INTERACT WITH EACH OTHER TO GET THE JOB DONE.

Customer relations are employee relations. In an organization with good employee relations, staff are motivated to provide good service to all customers.

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Each of you should have an overall picture of what good customer service looks like and how providing customer service must be a priority for each of use, as well as the organization.

First, ask what the customer's wants.

Second, respond to the customer's request

Third, satisfy the customer's needs

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When you ASK, this is where you find out exactly what he or she wants.

Do they have a problem? have a request? want information from you or the library? Until you find out what customers REALLY want, you cannot help them. Since helping them is our primary role, this is very important.

One skill that can assist you in finding out what the customer wants is your ability to

LISTEN.

Listening is one of the basic keys – your tools – to getting the facts and understanding the customer's request.

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Notice that several items on this list are good "approachability" behaviors which we have already talked about. For example, maintaining eye contact, leaning toward the customer and smiling.

Notice that listening involves more that just hearing responses from a customer. Making encouraging sounds or motions indicates that you are listening. Some suggestions are "uh, huh;" "I see;" "all right'" with your head nodding. These responses do not necessarily mean that you agree. These are merely indications that you are receiving the information.

A really important tool to use to make sure you know what the customer is requesting is to clarify the customer's request. One way to clarify is that you can ask OPEN Questions to discover the customer's "real" need. An open question might begin with: what, how. An open question requires customers to respond with more than "yes" or "no" and that's just what you want - more information from customers so that you will know how to help them. Some examples are: "How may I help you?" "What can I do for you?"” What kind of information on _____ are you looking for? "Please tell me more." "Please be more specific."

We all have a tendency to jump to conclusions or make assumptions. This leads the customers in our direction-even when they really want something else! Do not interrupt the customer. Do not the finish the customer’s sentence.

To make sure you know exactly what is wanted, you can restate the request in you own words. Then, check back to make sure you have it exactly right.

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Only when you are completely sure you know what the customer wants do you RESPOND to that need. Now is your opportunity to solve the problem, answer the question or refer the need to another staff person or another appropriate resource.

Once you have provided the customer with the requested information, you need to finish the last step before the customer leaves. The last step is to SATISFY or FULFILL the customer's needs. This is where you make sure the customer has received the correct information and is happy with it, that he is satisfied. To make sure, ask a follow-up question, such as "Now is that exactly what you wanted?“ Along with a verbal response, you can watch facial expressions and body language to gauge a customer's reaction to your answer. Don't end your transactions with customers until you have answered their requests to THEIR SATISFACTION. “Does this completely answer your question?”

In many instances, you might have to make a referral to other resources, other library staff, other libraries, or even other agencies in the community, but make sure this is okay with your customer before you proceed. YOU HAVE THE POWER TO FIND OUT WHAT THE CUSTOMER WANTS, ANSWER THAT REQUEST, AND MAKE THE CUSTOMER HAPPY. This is our first priority in the library and our most important job.

ASK, RESPOND, SATISFY So when a customer comes to you with a specific request, ask and employ those listening skills, those tools. Then respond, and satisfy.

I also think that you will find that employing these behaviors, using these skills, what I call your tools, is rewarding, because WHEN WE SATISFY OTHERS, WE REWARD OURSELVES. And remember the Golden Rule!

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Before we move on to TELEPHONE CUSTOMER SERVICE, I just want to review all the basic elements in face-to-face communication.

When you are involved in face-to-face communication, your message is conveyed in three different ways.

First are your WORDS,

Second is your VOICE,

Third through your BODY LANGUAGE.

Take a moment to think. What percentage of your message is transmitted through your words? How about through your voice? And through your body language?

O.K.

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David Lewis in his book "The Secret Language of Success" gives the following percentages from the 1972 UCLA study by Albert Mehrabian.

WORDS = 7%

VOICE = 38%

BODY LANGUAGE = 55%

“…specifically in Mehrabian's research, people tended to believe the expression they saw, not the words spoken.” Further research would indicate that bodylanguage may be even higher!

Another point is that our culture teaches us what is acceptable, nonverbal communication. Some cultures find certain types of body language inappropriate or even offensive (Ex. eye contact, standing too close) . Effective communication includes being sensitive to those differences. So here is a very important skill or tool to add to your tool kit: observe body language and then check the message.

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The telephone is a very important part of service to our customers. In fact, one of the most important ways we communicate our services, makes extensive use of the telephone. It is important then, that everyone knows how to use the telephone effectively.

In this section, we are going to talk about how we communicate over the phone, general telephone etiquette, handling calls, dealing with problem situations and calling co-workers.

When you are communicating using the telephone, the importance of body language is diminished. Your words, and particularly your voice, take on special significance. You are communicating EVERYTHING through WHAT YOU SAY and HOW YOU USE YOUR VOICE.

Remember, good communication skills, your tools, are the foundation of the library's commitment to customer service.

How you handle each telephone call affects future good will, that often takes years to create but only seconds to destroy.

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It is important to pay attention to some principles of etiquette when we are communicating with people over the phone. What we say and how we say it delivers the message and creates a good impression. Every caller should feel that they are important.

Be courteous. Say “Please” and “Thank you”

Use businesslike phrases instead of slang. Say “yes” instead of “yeah.”

Personalize your conversation by using the caller’s name

Listen attentively. Take notes while the caller is speaking. Verify the information the caller gives you. Acknowledge that you heard the caller.

Speak clearly, using a low-pitch tone and inflection.

Avoid using library jargon.

Avoid talking with anything in your mouth such as gum or candy.

Avoid taking personal calls at a public service desk.

Avoid giving out personal information about staff (addresses, phone numbers).

In summary, etiquette can be seen as a tool to give people guidance on how to behave with each other, especially when they are not acquaintances. The result should be that people feel valued, and appreciated, and good about each other. As with any tool, use it appropriately. Don't be still and formal when informality is called for. The point is, people need to feel comfortable with each other.

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O.K. Let's get ready for that phone call. Here are some things to have near the phone.

Paper

Pens, pencils

Message pads for recording messages

What else would we add to this list???

List of Hours

Phone numbers of departments, extensions

Staff schedules

RCLS Directory

Other appropriate local phone directories

Ready Reference and other resource materails

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Now the phone is ringing. It is time to handle the call. Here are some things to keep in mind when answering the phone.

Answer the phone promptly, ideally by the third ring.

Give the caller your full attention. Don’t be in the process of holding a conversation with someone else when you pick up the phone

Let’s focus on the third bullet. The smile is a key skill to add to your tool kit. Why? because your voice is the communication when you are using the phone. A “smile” reflects warmth in your voice. How? If you raise your eyebrows slightly, you will always sound as if you are friendly and smiling.

Let’s try it and see how it feels. Pretend to pick up the phone and with NO EXPRESSION, say Good morning, Give the name of your library Your name, and an offer to help. Try it with me.Now try the same thing again by RAISING YOUR EYEBROWS. Did you hear the difference? BY RAISING YOUR EYEBROWS, an automatic smile happens. It really does work!

Finally, identify your department or library, give your name and an offer to help. For example: with eyebrows raised… Good morning. Community Library, Circulation, Leslie Riley speaking, How may I help you? The Telephone Smile is one of my favorite tools! Why? Because it works!

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Getting put on hold can be a very frustrating experience for a telephone caller. However, here are some helpful tips which might work for you.

Ask permission, explain why and for how long. For example, “Will you hold please? We are very busy and I can get back to you in a few minutes.”

Be prepared for a caller who does not wish to be put on hold. Try to deal with the question immediately or take the caller’s name and phone number and indicate you or someone else will call back. For example: “Yes. Thank you. May I have your name and phone number so that we may return your call or if it’s more convenient, may I transfer you to ______? He/she may be able to help you.”

When a caller gives permission to be put on hold, be specific. You could say. “Thank you. I’ll be back in a few minutes.” “Please hold while I check for _____ .“ Never just lay the phone down or say “hold on.”

Return to a caller who is on hold within three minutes. Thank the caller for waiting. If you haven’t been able to answer the question, offer to call back at a mutually agreed upon time.

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Sometimes the best service we can give is to transfer a call.

When you do transfer a call, first, make sure the caller wants to be transferred.

O.K.

If yes, give the caller the name of the person you are transferring the call to.

NAME

DEPARTMENT

EXTENSION

If the answer is no, give the caller that person’s name and contact information or offer to have that person call the customer back. In which case, don’t forget to get the contact information from the customer and a good time to call back, if appropriate.

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Today with voice messaging it is not necessary to have to take a message. But when you do, it is important to be accurate and thorough.

Use a message form if your library has one. It will help you to remember what you have to take down. This is the important information:

Date

Name

Time of call

Phone number, including area code if needed.

Remember to repeat the phone number to verify

Record and Repeat the message and any action that needs to be taken

Sign your name or initials

Deliver the message as soon as possible

You should close the call in a way that will leave the caller satisfied with the service.

Check to make sure the caller got what was needed. For example, "Is there anything else I can help you with? " Say "good bye" and invite the caller to call again.

Use the caller's name when possible. For example, "Thank you for calling, Mr. Brown. I'll have Mrs. Green call you." Let the caller hang up first. Then you hang up gently.

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Telephone answering machines and voice mail systems add a new dimension to telephone customer service.

Be prepared to respond when you make a call. The kind of information you should be ready with:

Your name

Library

Phone number

Date & Time of Call

Convenient time for you to be reached with a return call.

Your message - be as specific as possible.

You also might want to consider repeating you name and phone number at the end. In my experience, I just hate having to repeat the whole message just to get the phone number. So at the end of my message, I repeat “Again this is Leslie Riley, RCLS, at 845-243-3747, ext 239.”

Then don’t forget to say “Thank you.”

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Good telephone service applies to internal customers, as well as external customers. When your co-workers ask you questions, it is part of your job to respond in a polite and helpful manner. Remember you are part of a team, and your skills and job functions represent a service not only to outside customers but also to internal customers, your co-workers. While it is okay to be a bit more informal, it is important that you not take your co-workers for granted. When they feel that they are getting sincere, prompt and personalized attention, they will have more confidence in you and your department. Here are some ways to improve our telephone service to internal customers. RESPECT Respect your co-worker's time by stating initially the purpose of your call. If you know the call will be lengthy, offer to call back if your co-worker is currently busy. PATIENCE Show patience when a co-worker calls and interrupts your own work. If you are busy, tell your co-worker that you are currently occupied and arrange to call back at a later time. CONVENIENCE If you have to call a person on a public service desk, always ask if it is convenient for that person to take your call. ACKNOWLEDGMENT Take the time to acknowledge good telephone service when you receive it. Telling the co-worker and the co-worker's supervisor about the positive experience is the best way to encourage and reinforce good telephone service.

Not all phone calls go as planned. Sometimes you must deal with customers who are upset or distraught. These types of calls can be managed, however.

The IRATE caller should be handled as a challenge. Don't let their anger control YOUR attitude. First, listen carefully to the problem. Acknowledge the situation Agree and apologize. For example, "Mrs. Smith, It is a problem. I am sorry. Let's start again and get this problem solved.“ When someone complains, offer your concern. Don't take hostile comments personally. "I'm sorry you are upset. What can I do to help the situation?“ Promise to take corrective action AND THEN DO IT. Tell the customer what you have done. "I will check to see if the books can still be delivered."

It is important not to dwell on the mistake or blame someone else. If the customer is still upset, refer him or her to your supervisor

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If the caller becomes ABUSIVE or threatening, terminate the conversation quickly. "I will not listen to this kind of language. I am hanging up the phone."

Sometimes we get a LONELY caller. This person just needs someone to talk to. However, few of us can spend time chatting on the phone. Be polite and considerate. “I'm so glad you called Mrs. Black, but now I must take a phone call on the other line." Or “…I have a customer in front of me now who needs my help. Have a good day."

Let’s remember that it’s not what we do, its how we do it! For example, over the phone we want to “smile” by lifting our eyebrows and we want to employ those skills for handling the Irate Customer. These are really primary tools that you will want to add to your tool kit.

And this is especially true when we are dealing with face-to-face confrontation when body language is so important. And just how important? Don’t forget 55%+ of all face-to-face communication is through your body language. Are you realizing just how important those customer service behaviors, your skills, your tools really are?

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We are now going to add another skill. In any confrontation, we have to decide who owns the problem --- we, the library or them, the customer? If the customer’s behavior interferes with doing our business, then we own the problem. Example disruptive behavior. breaking library’s rules of behavior. Remember it’s all about the behavior. The key response here is we should be assertive in our approach and take the appropriate action – based on the policy of the Library.

Question: Does the library have a Manual that outlines each behavior and the response by staff and management or whoever is in charge. If you do, do you know where it is? What it contains? If your library does not, it may be something to suggest at your next staff meeting. With a manual, everyone is on the same page and handling these situations in the same way.

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But what if the customer is critical, impatient? Then the customer owns the problem and active listening is required. Remember in these cases criticism is direct or implied, just like the Irate Caller on the phone. Do not take this personally. Why? Because – and always remember – it’s the customer’s problem. It’s definitely not our problem. Example: should not have to pay a fine, complaint about materials

Let’s now look at what happens when the customer owns the problem. When that happens, we become an “active listener” Employ those behaviors we discussed earlier. You will want to employ the five responses to the Irate Caller over the phone. They are: Listen; Acknowledge; Agree and Apologize; Complaint? Offer Concern; Take Action; and one more, Refer to supervisor.

These are very powerful tools!

Just a note on the third bullet – some of you may take issue with using the words “I’m sorry.” Remember these are just tools and “I’m sorry” may help to reduce the person’s anger so they are able to begin to listen to you and so, getting the problem solved.

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Break the rules of behavior? The library owns the problem. Be assertive. Initiate appropriate action, given the situation or the nature of the problem.

Get a complaint??? The customer owns the problem. Employ your active listening skills.

So what are you going to be doing now when you are on the desk or answering the phone? What behaviors, what skills are you going to employ?

Like a carpenter with his tool belt, you have a whole tool kit. These behaviors, these skills we’ve identified are for your use when it is appropriate. And knowing you have real tools, is going to reduce your stress!

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We are getting close to the end but there is one more behavior that I would like to re- introduce. I believe that it will become as important as “smiling” is over the phone.

Before we respond to a confrontation, there are some things you should be thinking about… How you appear to the customer… What is your style?

In the video called, “CONTROLLING THE CONFRONTATION,” the presenter, Arch Lustberg, is explaining to Library Staff, Directors and Trustees how to address confrontational news reporters, but the content really works for any up close and personal encounters.

In his checklist, he suggests the following: Breath Diaphragmatically; Open your face and smile – raise your eyebrows to smile; Maintain eye contact; Gesture; Stay calm and reasonable; Pause; Pause Silently; Be Positive and say what you do; Speak with pride; Be honest; Use Simple Language.

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And the one of the most important skills or tools in “CONTROLLING THE CONFRONTATION,” according to the presenter, Arch Lustberg, is second entry

Open your face and smile – raise your eyebrows to create the smile

Remember we create the smile by lifting our eyebrows and by doing so, we physically change the muscles in our face and naturally change our tone of voice? Remember the third bullet on Handling Calls (slide 22).

We do this in face-to-face communication, in confrontation and we create “the open face.” When we look at a baby, we open our face, and naturally raise our eyebrows to get a smile back from the baby. Arch calls this the look of love! So in a confrontation, open your face by lifting your eyebrows to create that “smile,” and that lovely tone of voice, and observe what happens.

And when we talk over the phone, raising our eyebrows creates the music in our voice.

And what I love most about the open face? There is no need to force a smile at all. Just raise your eyebrows

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To recap: We’ve defined good customer service, we’ve demonstrated and described behaviors and strategies you need for your tool kit.

You need to determine what your response is based on who owns the problem --“active listening,” or being assertive. Once that is done, we want to de-stress

Take a moment to pause. Breath with your diaphragm. Move your body – if you are sitting stand up. if you are standing, move forward, to the side, etc. Open your face to create the smile by lifting your eyebrows.

Do we want to Ask Respond, Satisfy? Or if the customer owns the problem, use those the five actions

Listen

Acknowledge

Agree and apologize

Offer your concern

Take action

Or if we, the library, own the problem, open your face and be assertive.

Do that? And you will find that you are in control. These skills you are adding will give you confidence: confidence to control the communication or the confrontation. And with confidence, the stress is reduced.

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So Far We Have Learned That Customer Service Is "More Than A Smile.“ But do we, each of us, really put to use what we learned 99% of the time?What about 90% of the time? Just think, if each one of us "let down" 10 of every 100 people who asked us for help, how many people in your library would be dissatisfied customer, say in a week? ...a month? …a year? Think about that for a minute. That's 10 people for every one of us. Surely 90% isn't enough . How can we effectively use 99 to 100 percent of what we have learned today?And how can we make customer service skills and behaviors a habit?

Old behaviors are HARD TO CHANGE Learning new behaviors and habits means accepting lapses or down times, and trying again. And IT'S O.K. Ever try to loose weight and change your eating habits? change a tennis stroke?? change to new computer software?? It's not easy! The best solution or "cure" is solidly based on research: FREQUENT POSITIVE REINFORCEMENT. Reinforcing, rewarding and praising the right behaviors keeps us practicing them.

Here are some tips - suggestions and ideas on how to reinforce your new behaviors and get support for implementing them.

Write an action plan for how to practice and implement what you’ve learnedReread notesPrepare and present a summery of the workshop to co-workersAllow mistakes, learn from them – it takes time to establish new habitsAsk a trusted co-worker to observe you and give you feedbackAsk you supervisor to comment on your strengths and weaknessesFind private time to talk with co-workers to vent and problem solveReward yourself when you’ve satisfied a customerHold a staff contest for best service given in the week/month – reward it!Jot down what sets you off – pushes your button- and discuss with a co-worker or supervisor.Place stars, hearts or smiley face on your calendar when you’ve had a successful customer service encounter.Keep a log of really successful situations or those you wish you could “do again,” reflect on what you would do again or change. Download the slides with notes – located on the RCLS webpage: About RCLS – Staff Resources.

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Remember the Inverted Pyramid? Everyone we come in contact with is a customer or serves customers. Would you all take a deep breath and relax? I want you to close your eyes and take a minute with me now and envision yourself back at work…

Form a picture in your mind

See yourself with a customer

See yourself with a customer doing the right things?

Where will you be?

How will you look?

What will you be doing?

What will you be saying?

Visualize yourself in a positive exchange

Were you able to form a positive picture in your mind? GOOD!

For those of you who did not form a "vision," try again later. Work on it, but don't begin the exercise with a problem. See yourself as successful. And start each day with that positive vision.

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REMEMBER - - - You can make something positive happen.

You can make someone's day --

by being helpful

by listening and empathizing with an irate customer

by serving each other as we all work together to serve those who use the library.

And remember to lift that eyebrow! Create that Magic!

Thank you.

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Click on underlined Web address to visit the Web site.

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Click on underlined Web address to visit the Web site.

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