Putting Customers First Lasts

Customers are the reason we stay in business.

Expectations Perceptions=~

Everything you need to know about customer service you

learned in Kindergarten.

Model communication: when poison does not mean Poison.

Know your customers. Know your $h*zz (stuff).

Insert picture of Dan Thai

Looks can be deceiving.

Best service ever, even if the place looks like a dump from the outside.

Internal

External

Everything you need to know about customer service...

…you learned in Kindergarten

First impressions matter.

Courtesy counts.

Attitude is everything.

Do the right thing.

Cust

omer

Contact Points

Consider the main contact points in the library where you assist customers: f2f, phone, and email. Work

with your table to develop a list of model behaviors that employees should exhibit while assisting

customers at that touch point. Be specific, and also remember that customer service is internal and

external. Now, make a poster using words and images from magazines that illustrate the behaviors on your

list. Each group will present their poster to the rest of the class.

When poison...

…does not mean

Welcome Gather info

Confirm question

Provide solution/ Hand off

Follow up

Model Communication

Can you tell me more about that?

I need a little more information…

It would help me better understand if you gave a more details…

Summarize the Problem

Welcome Gather info

Confirm question

Provide solution/ Hand off

Follow up

Model Communication

Know your $h*t(stuff).

Know your customers.

Chain of command

Mission and vision

Strategic goals

Red rules/Blue rules

Collection

Services

Value Add

Learn customers’ names.

Remember something about your customers.

Learn your customers’ preferences.

Snowball Fight!