Patron Self-Sufficiency Teaching Patrons How to Fish Presented by Jenny Thurman and Eva Webster.
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Transcript of Patron Self-Sufficiency Teaching Patrons How to Fish Presented by Jenny Thurman and Eva Webster.
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PatronSelf-Sufficiency
Teaching Patrons How to Fish
Presented byJenny Thurman and Eva Webster
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What is Patron Self-Sufficiency?
“Give someone a fish and you feed them for a day.
Teach them to fish and you feed them for a lifetime.”
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Customer Service Goals:
Improve communication and instructional skills.
Expand knowledge of self-help options available to patrons.
Always remember to focus on patron’s experience.
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We Should: Explain what we are doing as
we do it Ask if patrons would like to
learn how to do it themselves Make sure our patrons are
aware of their options
We Should Not: Expect patrons to do
everything themselves Refuse to give the help they
want and need
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Three Ways We Help Patrons:
Navigation Demonstrating Skills Offering Information About Policies and
Opportunities
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Navigation:
Remember that Patrons often feel overwhelmed and lost when they first arrive or try a service for the first time.
We are their guide.
Practice: What kinds of questions do you get asked? How do you answer?
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Tips For Answering Navigation Questions:
Don’t (Just) Point Ask Questions Get Clarification Be Descriptive Be Clear Be Concise Include Landmarks Include Instructions Follow-up
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Demonstrating Skills
Remember that when you are trying something new, you don’t always know where to start, it can be difficult to identify problems and solutions, and you often feel incapable of completing the task.
It’s our job to help patrons get on the right path and build up their confidence.
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Tips for Demonstrating Skills:
Don’t Just Tell Them Where
Show Them How! Focus on Hands on
Learning Give Them
Opportunities to Practice
Avoid (or Explain) Technical Terms
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Offering Information About Policies and Opportunities:
Remember that patrons’ ability to fish for themselves is hampered not only by lack of knowledge but also because an excess of information takes time to sort through.
It’s our job to help point out the bits of knowledge they might find most useful.
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Tips For Informing Patrons About Policies and Opportunities:
Don’t Assume Ask Questions Get Clarification
Be Observant of Tone Body Language Phrasing
Offer Information Don’t Wait to Be Asked Don’t Give Too Much at
Once
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Online Services – What do They Look Like?
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Logging In To Your Account
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Reviewing Your Account
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Paying Your Bills
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Other Options
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Changing Your Pin
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Updating Your Contact Information
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Good Advice no Matter the Situation:
Don’t Assume
Don’t (Just) Point
Don’t (Just) Give Them the Tools
Ask Questions Get Clarification
Be Descriptive Follow-up
Make Sure They Know How to Use Them
Focus on Hands On Experience
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Good Advice no Matter the Situation:
Be observant of the patron’s Tone Body Language Phrasing
Think about how they might react
Adjust your tone, body language, and phrasing accordingly.
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The End
Thank You for Coming