Customer Service

Customer Service Training with a Different Focus:
How Does This Fit in the Organization’s Mission?

WORKSHOPS

Customer Service: Changing the Focus

Available as webinar and onsite

 Summary: Library Customer Service Training often focuses on the ‘problem patron’ rather than all of customer service.  Disruptive patrons make up only a small portion of the customers served.  Creating a holistic customer service culture that serves all of your customers, including staff and other businesses is key to successful customer service

  • What is customer service, really?
  • The basics of what the concept of customer service encompasses and how you can weave it into everything you do.
  • How labeling and creating policy and procedure around disruptive patrons sells the rest of your customers short and helps create the so-called ‘problem patron’.
  • “The customer is always right” is wrong. Giving the customer whatever they want, whenever they want it, under any circumstance creates policy nightmares, not to mention difficulties for other staff and customers.  How to be equitable and have a backbone without causing a scene.  Banish ‘problem patron’ from your vocabulary. Good customer service is not “keeping everyone happy”.
  • What to do when you really do mess up. Customer service doesn’t always mean having to say you are sorry.  Knowing when and how to apologize for bad service without making it a ‘win or lose’ situation.
  • Looking at the whole organization and staff as customers.  How can you improve marketing what you do to others in the organization?  Are you looking at what you do as a service for staff as well as customers? In-house customer service

Objectives:

To expand the focus of customer service from exceptions to create an inclusive vision of customer service.

Methods:

Lecture with Q&A.
Proven interactive and creative group exercises to create an accessible platform for learning the abstract concepts being introduced.

Outcomes:

Attendees will leave with a better understanding of what a holistic view of customer service is.   They will have tools and skills that can be immediately applied to their daily activities.  Every attendee will leave with ideas for improving and/or changing current attitudes towards customer service.

 BREAKOUT SESSIONS

 Banish ‘Problem Patron’ From Your Vocabularygrumpy owl

 Available as webinar and onsite.

  Summary: Library Customer Service Training often focuses on the ‘problem patron’. Disruptive patrons make up only a small    portion of the customers served and every one of them has the potential to be labeled a ‘problem’. By labeling and creating policy    and procedure around “ the exceptions” you sell the rest of your customers short and help create the so-called ‘problem patron’.

Participants will:

  • Discover how they may be contributing to bad behaviors in the library
  • Learn how focusing on the behavior rather than the person changes the dynamic
  • Create a more inclusive vision of customer service that serves both patrons and staff

Objectives:
To expand the focus of customer service from exceptions to create an inclusive vision of customer service.

Methods:
Lecture with Q&A.
Proven interactive and creative group exercises to create an accessible platform for learning the abstract concepts being introduced.

Outcomes:
Attendees will leave with a better understanding of how behavior affects customer service on both sides of the counter.   They will have tools and skills that can be immediately applied to their daily activities.  Every attendee will leave with ideas for improving and/or changing current attitudes towards customer service.