Embed Size (px)
DESCRIPTION
a visual presentation to accompany specific library related customer service training
Citation preview
Customer Care
Our Mission
We are in the business of satisfying the customer’s need to know…
.
Perceptionof
ServicePerceived
Service
Dimensions of Service Quality
TangiblesReliabilityResponsiveness CompetenceCourtesyCredibilitySecurityAccessCommunicationUnderstanding Empathy
ExpectedService
Marketing
Personal
Needs
Past Experience
Word of Mouth
Service Quality
Bridging Perceptual
Gaps
Aoccdrnig to rscheearch at Cmabrigde Uinervtisy, it deosn't mttaer inwaht oredr the ltteers in a wrod are, the olny iprmoatnt tihng is taht the frist and lsat ltteer be in the rghit pclae. The rset can be a taotl mses and you can sitll raed it wouthit a porbelm. Tihs is bcuseae the huamn mnid deos not raed ervey lteter by istlef, but the wrod as a wlohe.
Bridging Perceptual Gaps
•Be clear about intentions
•Be certain actions match intentions
Check for understanding
Bridging Perceptual Gaps
•listen carefully beyond biases
•consider the intentions of the sender
•do not make assumptions
Check for understanding
Here’s what I heard you say. Is that correct?
Things we want to get right
Body language
Focus
Active listening
Be Responsive
2. excellence of manners or social conduct; polite behavior.
1. a courteous, respectful, or considerate act or expression.
Cour.te.sy [kur-tuh-see]
Be courteous
They have to know we care
Look through your customer's eyes. Are you the solution provider or part of the problem? Marlene Blaszczyk
Successful Telephone Practices
Eagle BranchLibrary.
Syaron speaking.How may I help
you?
Yes, I need information
aboutJapanese
animation.
Successful Telephone Practices
I’m sorry.I don’t have that
informationhere.
Successful Telephone Practices
Would you like me to connect you with that department?
Yes,please!
Successful Telephone Practices
Successful Telephone Practices
Central Library.History Dept.This is Anju speaking.
How may I help you?
Successful Telephone Practices
I have a transferfor you.
Bye!
Successful Telephone Practices
Central Library.History Dept.This is Anju speaking.
How may I help you?
I amwaiting for my
information!
Successful Telephone Practices
? ! ? Huh?
How do we prevent this?
“A man without a smiling face must not open a shop.”
