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Being “Customer-Centric” is an organization that is operated from its customers' point of view.That view is merely a perception on the customer’s part. We can alter that perception at any time….
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For employees of the
Florence - Lauderdale Public Library
October 8, 2010
Presented by Marianne Lenox,
Staff & Volunteer Coordinator
Huntsville – Madison County Public Library
The Customer-Centric Library
PointOfView
“Perception is the better part of reality.” Napoleon Bonaparte
"Customer service is largely a matter of perception and managing expectations.
Perception vs. Reality
"What counts from the company's point of view is
that customer expectations are consistently being met.”
Perception vs. Reality
"Then, the company can build on that strength, retain its customers and expand its
business."
Krannert School of Management
Perception vs. Reality
Prepare
yourself
1. Be Happy.
Ready?
Set.
2. Choose an energy source.
3. Accept the challenge.
Go!
Tips
Skills
6 Tips
1. Maintain an attitude of service excellence inside and out.
2. Identify customer needs.
6 Tips
3. Act as if.
6 Tips
4. Practice excellent service at every customer contact point and beyond.
6 Tips
6 Tips
5. Handle difficult patrons with care.
6. Exceed expectations.
6 Tips
The Two Rules of
Customer Service1. The customer is always right.
2. When in doubt, see Rule #1.
2%
The customer is
almost always right.
98%
A collaborative learning experiment…
Ten Skills
Approachability
Listening
Promptness
Ten Skills
2. ListenRemuneration
Empathy
Problem Solving
Ten Skills
Deductive Reasoning
Tolerance
Responsiveness
Ten Skills
2. ListenAppreciation
ThankYou!
For more information…
For a copy of this presentation
and speaker notes, please visit:
http://www.mariannelenox.com/
2010/10/customer-centric-library.html
