Arkansas Library Association Conference Hot Springs October,
2009 [email protected] Slide 2 Customer Service Discussion
Positive Customer Service Experiences Slide 3 Customer Service
Always remember that you are absolutely unique. Just like everyone
else. Margaret Mead Slide 4 Customer Service Purpose Attract
Customers Retain Customers Bond with Customers Slide 5 Customer
Service Etiquette Welcome Make eye contact Look approachable Dont
do busy work Slide 6 Customer Service Libraries must provide high
quality: Facilities Services Resources Staff Slide 7 Customer
Service Library image/Staff image Polished Professional Slide 8
Customer Service Service Give them what they want not what you
think they want Slide 9 Customer Service Economics Satisfied
customers support library funding Slide 10 Customer Service Library
Supporters Keep them well informed Ask for help in achieving goals
Slide 11 Customer Service You are the library 76% of Americans
visited a public library last year American Library Association,
2008 Slide 12 Customer Service Todays reality 41 states cut public
library funding American Library Association, 2008 Slide 13
Customer Service Todays reality Passionate librarians win financial
support OCLC, 2008 Slide 14 Customer Service Ohio Public Libraries
Vote 38/251 libraries Nov. 3 20% average drop in income Slide 15
Customer Service Welcome Make a great first impression Slide 16
Customer Service Welcome Make your customer feel special Slide 17
Customer Service Welcome Remember your manners Slide 18 Customer
Service Welcome Present a positive experience Slide 19 Customer
Service Welcome Minimize wait times Slide 20 Customer Service
Welcome Be flexible Be adaptable Slide 21 Customer Service Welcome
Give people the benefit of the doubt Slide 22 Customer Service
Interactions Transaction-based Relationship-based Slide 23 Customer
Service Interactions Speak Listen Learn Slide 24 Customer Service
The library isnt in the business of connecting people with
information, the library Slide 25 Customer Service Customers are
not always right but they are your customers Slide 26 Customer
Service Customer complaints 2 4% tell you Most tell at least 7
people Slide 27 Customer Service Customers right or wrong Assume
their innocence Look for teaching opportunities Believe your
customer 3 strikes and you are out! Slide 28 Customer Service Find
ways to say yes Improve current products and services Implement new
products and services Slide 29 Customer Service The longer
customers wait The shorter that they will be with you. David
Freemantle Slide 30 Customer Service Quality RATER Reliability
Assurance Tangibles Empathy Responsiveness Slide 31 Customer
Service Reality Check Tips for managers (and future managers) Slide
32 Customer Service Reality Yesterdays solutions wont cure todays
problems Slide 33 Customer Service Reality Present trends will not
always continue Slide 34 Customer Service Reality Ignoring new
service opportunities offered by future changes Slide 35 Customer
Service Reality Internal customersemployees Management by walking
around Slide 36 Customer Service Reality Managers model the
behavior of senior management Slide 37 Customer Service New reality
Be real Be appreciative Be interested Be nice Slide 38 Customer
Service Other realities Changing demographics Intergenerational
communication Slide 39 Customer Service Changing American
demographics Age Race Ethnicity Gender roles Values Slide 40
Customer Service 21% of people in US speak little or no English
Bowker Annual, 2009 Slide 41 Customer Service Spanish most
supported Smaller communities serving larger % of non-English
Low-level literacy Bowker Annual, 2009 Slide 42 Customer Service
Intercultural communication Respect Simplify speech Clarify
language Avoid using slang Slide 43 Customer Service
Intergenerational communication The Greatest Generation Baby
Boomers Gen X Gen Y Slide 44 Customer Service People resemble their
times more than they resemble their parents. Arab Proverb Slide 45
Customer Service The Greatest Generation-pre 1946 Formal Stability
Consistency Conformity Loyal customers Slide 46 Customer Service
Baby Boomers 1946-1964 Individuality Want personalized treatment
Believe in collaboration Future oriented Slide 47 Customer Service
Gen Xers 1964 1980 Independent Self-reliant Flexible Skeptical
Adaptable Slide 48 Customer Service Millennials 1980 - 2000
Connected High expectations Goal and achievement oriented Global
world view Optimistic Willing volunteers Slide 49 Customer Service
Creating the new library experience Slide 50 Customer Service The
only way to predict the future is to create it. Tom Peters
