Customer Service Principles for Library Student Assistants

Customer Service Principles for Library Student Assistants

Music courtesy of JamendoWalter Mazzaccaros Solo Parole1AgendaYour role in the LibraryYou provide a valuable service

Welcome! This presentation was developed especially for George A. Smathers Libraries student assistants. The topics well be discussing clarify what is expected of you in your role as student assistant and provide best practices for delivering service to patrons.

Customer service is a core Library staff competency, and all employees are expected to meet service guidelines.

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IntroductionStudent assistants are first contactCustomer service is a staff competencyEmployees are expected to meet standards

Welcome! This presentation was developed especially for George A. Smathers Libraries student assistants. The topics well be discussing clarify what is expected of you in your role as student assistant and provide best practices for delivering service to patrons.

Customer service is a core Library staff competency, and all employees are expected to meet service guidelines.

Student assistants are often the first point of contact for library patrons, helping to satisfy patrons needs through face-to-face interactions. Many student assistants work in public service areas like the service desk where direct, repeated contact with patrons is part of their job. Customer service is a Library core staff competency and everyone who works in the Library, especially in a public service area is expected to have good customer service skills. As a student assistant, you provide a valuable service for the Libraries by helping us to deliver quality service to our patrons.

In this presentation, we will discuss some important principles of excellent customer service depicted in 5 customer scenarios. At the end of the presentation, you will be able to discuss the key role you play as a student assistant in helping to ensure patrons receive the help and attention they deserve.

3ObjectivesBy the end of this presentation, you will be able to:Discuss role library student assistants playList principles of excellent customer service

Welcome! This presentation was developed especially for George A. Smathers Libraries student assistants. The topics well be discussing clarify what is expected of you in your role as student assistant and provide best practices for delivering service to patrons.

Customer service is a core Library staff competency, and all employees are expected to meet service guidelines.

Student assistants are often the first point of contact for library patrons, helping to satisfy patrons needs through face-to-face interactions. Many student assistants work in public service areas like the service desk where direct, repeated contact with patrons is part of their job. Customer service is a Library core staff competency and everyone who works in the Library, especially in a public service area is expected to have good customer service skills. As a student assistant, you provide a valuable service for the Libraries by helping us to deliver quality service to our patrons.

In this presentation, we will discuss some important principles of excellent customer service depicted in 5 customer scenarios. At the end of the presentation, you will be able to discuss the key role you play as a student assistant in helping to ensure patrons receive the help and attention they deserve.

4Excellent Customer Service means5

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The student assistant greets the approaching patron with a smile and inquires, May I help you? He looks the patron in the eyes. This shows readiness to help the patron.

Scenario 1Hi! I need help. Certainly! How may I help you?

Notes:5 Photos throughout this presentation are of real student assistants at the Circulation Desk, Library West, at the University of Florida.Photos were taken by Judith Roberts with a Sony Handycam 3.0 camcorder, then edited in PhotoShop.All other photos are from Microsoft image collection or the Internet.6Excellent Customer Service means7

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The student assistant shows interest in the patron, and acknowledges his presence.

Scenario 2Good morning!

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Excellent Customer Service means99

The student assistant gets the facts by asking the patron to elaborate or clarify her request.

Scenario 3I can help you.What are you searching for?I need help finding information.

10Excellent Customer Service means11

11Sometimes it may be necessary to physically show a patron how to print or scan an article. You may need to leave the Desk sometimes to show patrons where to find resources.Scenario 4Let me show you how to scan this article.

12Excellent Customer Service means1313Following up is always good practice. It helps to ensure that patrons needs are met.Scenario 5Did you find what you were looking for?

14Summary15

15Test YourselfQuestion 1 of 2Great! ContinueList 3 ways to demonstrate approachability.Click here to see the answer.

Test YourselfQuestion 2 of 2Youre done. Congratulations!How to know if patrons needs met?Click here to see the answer.

ConclusionIn this presentation, we discussed:Importance of customer serviceWhat is expected of youRole you play ensuring quality service

Next steps: Practice customer service principles

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Weve come to the end of our presentation. Weve discussed how important customer service is to the Libraries, what is expected of you, and the key role you play as a student assistant, helping to ensure Library patrons receive the quality service they deserve.20Contact InformationPlease get in touch with me if you have questions.

Judith RobertsLibrary Human Resources OfficeGeorge A. Smathers LibrariesGainesville, Florida352-273-2561judithroberts@ufl.edu

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Thank you for your attention. Best of everything! Please contact me if you have questions about this presentation at the contact information provided below:

Judith RobertsLibrary Human Resources OfficeGeorge A. Smathers LibrariesGainesville, Florida352-273-256121Recommended ReadingsAmerican Library Associations Top 10 Customer Service Skillshttp://alalearning.org/2009/12/14/a-collaborative-learning-experiment-top-ten-customer-service-skills-for-library-staff/

Embracing Customer Service in the Librarieshttp://www.deepdyve.com/lp/emerald-publishing/embracing-customer-service-in-libraries-6HjaErd58y

22Thank you for your attention. Best of everything! Please contact me if you have questions about this presentation at the contact information provided below:

Judith RobertsLibrary Human Resources OfficeGeorge A. Smathers LibrariesGainesville, Florida352-273-25612223

The EndThank you for your attention. Best of everything! Please contact me if you have questions about this presentation at the contact information provided below:

Judith RobertsLibrary Human Resources OfficeGeorge A. Smathers LibrariesGainesville, Florida352-273-256123