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“For a library, service quality encompasses the interactive relationship between the library and the people whom it is supposed to serve. A library that adheres to all the professionally approved rules and procedures for acquiring, organizing, managing, and preserving material but has no customers cannot claim quality because a major element is missing: satisfying people’s needs, requests, and desires for information.” - Peter Hernon & Ellen Altman
This quality is service based and public libraries are not exceptions to this.
There is a difference between satisfaction and service quality and this was explained in-depth by Peter Hernon & Ellen Altman in the latest edition of their book, “Assessing Service Quality: Satisfying the Expectations of Library Customers” They defined satisfaction as an emotional reaction – the degree of contentment or discontentment – with a specific transaction or service encounter. Whereas service quality, on the other hand, is a global judgment relating to the superiority of service as reviewed in the context of specific statements that the library is willing to act on if customers find them of great value.
Customer service means exactly that: Service to the customer. Anything that falls short of providing service to the customer isn't worthy of being called customer service in the first place. Good customer service may not be a good way to attract customers, but it will probably be a good way to retain them.
To be successful in the customer service industry it is important to understand that customer service is all about perception. The customer needs to feel that the server knows what they are doing, is happy to be doing what they are doing, and most importantly glad that the customer is there.
A lot of employees these days seem to struggle with their customer service skills. It is all about people skills and knowing how best to interact with your customer. It is most important to try your best to be understood easily and try not to frustrate anyone.
What are customer skills? Customer service skills is the collective term for those skills needed to successfully complete any customer interaction, whether it be in person, via phone or online.
Basic customer service skills include a good understanding of both the spoken and written language, an ability to listen to and understand a customer's request, problem-solving skills and professionalism. While advance customer service skills include flexibility, leadership, task orientation, pro-activeness, understanding of how body language and tone affect interaction, strong work ethic and the genuine desire to progress the company mission
When you have dealt with an angry customer, you may have asked yourself, "what does this person want from me?", or even perhaps asked the customer this question. It is an important question with a number of answers. Knowing the answers will help you calm down an angry person and reduce hostile behavior directed at you. Learn what angry customers need and want and give it to them or explain in a clear and calm manner why you cannot give them what they want.
Here are some work rules to help you start off on your path to crafting good customer service etiquette for your organization. You can call them Code of Conduct or Standards of Behavior.
Work Rules
Greet customers as they enter the library with a smile and/or a pleasant face. Customers will take their cue from tone of voice and temperament from your greeting. When you are smiling you are telling your body that you are happy and the rest of your body language and tone will fall into place and the customer will feel you are glad to be helping them out. If you're frowning you are going to give off the wrong impression.
Treat all customers the same -- equitable service and attention
We expect our Staff to treat customers with courtesy and respect, polite, and willing to help
We do expect our staff to be treated with courtesy and respect--so earn it.
Answer telephone calls with courteous and polite manner – stating the name of the department and your name [first name unless when required to use last name]. Note that whether you are dealing with customers in person or on the phone, the way you begin a conversation or interaction will affect how the customer treats you. You know what they say -- first impressions are hard to change. Compare the way that you begin customer interactions with our suggested inclusions.
Generating Rapport - When a client approaches you, your greeting should be short and to the point. But sometimes, it is more appropriate to spend a bit of time in conversation before getting down to business. Spend a minute or two asking questions or talking on subjects other than the reason you are there. The purpose is to establish a form of relationship with the individual, or to recognize that a relationship already exists.
Staff is expected to answer questions in a prompt and timely manner – don’t let the telephone ring more than twice.
Never give the appearance of being rude or bossy.
Be friendly and helpful, courteous, and patient. These traits will help you in any work you may pursue which deals with the "general public!" Using Names - People like to hear their own names. Likewise, they like to know your name. The use of names helps both parties see each other as real people, and as unique individuals. When possible you want to use the person's name as early as you can. You probably want to give your name, if that is appropriate.
Be firm if you need to be and remind customers of policies, rules, and procedures.
Don't be guilty of breaking library policy or procedures yourself or then how will you enforce those rules?
Remember that it is hard to enforce a policy if employees are not abiding by it.
If you are having difficulty with a patron, or group of customers, excuse yourself and get a supervisor.
Remember that if you have partners working with you, to do your fair share of the workload!
It is the expectation of the institution that we all do our fair share of the workload
References:
Bacal, Robert. Defusing Hostile Customers Workbook: Self-instructional Workbook for Public Sector Employees, 3rd Edition, Cassleman, Ontario, Canada: Bacal & Associates, 2010
Evenson, Renee. Customer Service Training 101: Quick and Easy Techniques That Get Great Results, NY, NY: AMACOM, 2005
Ford, Lisa; McNair, David, Perry, & Bill. Exceptional Customer Service: Going Beyond Your Good Service to Exceed the Customer's Expectation, Holbrook, MA: Adams Media Corporation, 2001
Hernon, Peter & Altman, Ellen. Assessing Service Quality: Satisfying the Expectations of Library Customers, 2nd Edition, Chicago, IL: American Library Association, 2010
http://workhelp.org/joomla/content/view/73/48/
http://www.ehow.com/facts_4899735_what-customer-service-skills.html
http://ezinearticles.com/?Customer-Service-Skills-Tips&id=2603300
http://www.untwistedvortex.com/2008/10/21/customer-service-what-not-to-say-to-the-customer/
