Customer service in the library
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This document discusses customer service in libraries. It defines customer service as providing assistance to library patrons, understanding their needs, and satisfying their expectations. Good customer service is important as it improves patron satisfaction, increases library usage, and ensures consistency. The document provides tips for customer service, such as having excellent communication skills, being approachable and empathetic, and going above and beyond to help patrons. It also discusses etiquette for interacting with patrons in person, on the phone, and via email.
![ANSWERING THE PHONE
Let the patron know the department they’ve
reached, who they are talking to, and then
offer assistance
“UNT libraries, this is [name]. How may I help
you?”
Maintain a positive and professional tone of
voice
Explain what you’re doing while you’re
doing it
Exercise patience
Don’t hang up if the connection is bad
“Sorry, I can’t hear you very well. Will you
please call us back?” CUSTOMER SERVICE IN THE LIBRARY / 13
http://www.iconsdb.com/black-icons/phone-47-
icon.html](https://image.slidesharecdn.com/customerserviceinthelibrary-150207211159-conversion-gate01/85/Customer-service-in-the-library-13-320.jpg)
![RESPONDING VIA EMAIL
Start with greeting the patron
Use gender neutral greetings
“Dear Patron” or “Dear [Patron’s Name]”
Thank patrons for their comments or
questions
Use polite, objective, and professional
language
Give step-by-step instructions (include
screen shots)
Provide links to mentioned services
Assure patrons that they can contact you
with any other questionsCUSTOMER SERVICE IN THE LIBRARY / 14
http://www.goodmessages.info/ios-
message-icon/](https://image.slidesharecdn.com/customerserviceinthelibrary-150207211159-conversion-gate01/85/Customer-service-in-the-library-14-320.jpg)
![REFERENCES
Bayer, J. & Llewellyn, S. (2011). The customer comes first: Implementing a
customer service program at the university of Minnesota, twin cities
libraries. Journal of Access Services, 8(4), 157-189.
doi:10.1080/15367967.2011.593419
Florida Library Webinars. (2014, August 4). Think & do improving customer
relationships: Customer service at the library, Cultivating loyal library
customers [Video file]. Retrieved from
https://www.youtube.com/watch?v=tDe4G8XNgYU
Hasty, D. F. (2004). Applying fourth generation management to access
services: Reinventing customer service and process management. Journal
of Access Services, 2(3), 21-42.
doi:10.1300/J204v02n03_03
Hernon, P. & Whitman, J. R. (2001). Delivering satisfaction and service
quality: A customer-based approach for libraries. Chicago: American
Library Association.
Ontario Education Services Corporation. Tips on serving customers with
disabilities [PDF document]. Retrieved from
http://www.alcdsb.on.ca/aboutus/pdf/accessibility/accessibilitytipbookle
t.pdf
Soete, G. J. (1998). Customer service programs in ARL libraries: A SPEC kit.
Washington, DC: Association of Research Libraries, Office of Leadership
CUSTOMER SERVICE IN THE LIBRARY / 16](https://image.slidesharecdn.com/customerserviceinthelibrary-150207211159-conversion-gate01/85/Customer-service-in-the-library-16-320.jpg)
Customer service in the library
- 1. CUSTOMER SERVICE IN THE LIBRARY Seti Keshmiripour Emily Peebles UNT Libraries – Access Services December 2014
- 2. WHAT IS CUSTOMER SERVICE? Customer service is providing service to library patrons by librarians, staff, and student employees Understanding patrons’ needs Assisting patrons Satisfying their expectations Who can be a patron? External – Students, Staff, Faculty, & Community members Internal – Library employees CUSTOMER SERVICE IN THE LIBRARY / 2
- 3. THE IMPORTANCE OF CUSTOMER SERVICE Improves patron satisfaction Increases usage and retention Ensures reliability, consistency, and accuracy Opening and closing on time Consistency in implementing policies and procedures Providing correct CUSTOMER SERVICE IN THE LIBRARY / 3 http://hiettinsurance.com/customer-service/
- 4. CUSTOMER SATISFACTION Long Lasting Negative Impression Poor Quality Service CUSTOMER SERVICE IN THE LIBRARY / 4 Long Lasting Positive Impression Good Quality Service VS . Attitudes Leave Impressions
- 5. EXCELLENT CUSTOMER SERVICE Going above and beyond to exceed patrons’ expectations Being empathetic, caring, and attentive Providing high quality service in a timely manner Having extensive knowledge of ALL library services CUSTOMER SERVICE IN THE LIBRARY / 5
- 6. SERVICE DESK ETIQUETTE Appearance Dress code Approachability Positive attitude Smile & eye contact Greeting Communication Tone of voice Word choice Managing difficult situations CUSTOMER SERVICE IN THE LIBRARY / 6 http://www.aaepa.com/2014/04/5-email-marketing- etiquette-tips/
- 7. APPEARANCE Dress code Professional and appropriate No revealing clothing No hats, flip flops, or bare feet No clothing with offensive slogans No gym clothes or pajama pants Keep the service desk neat, clean, and organized No food, drinks, or cell phones CUSTOMER SERVICE IN THE LIBRARY / 7 http://dmc.darlington.k12.sc.us/dcsddyn/news/index.php?id=64 0
- 8. APPROACHABILITY Maintain a positive and enthusiastic attitude Make eye contact No social media or homework Smile Make patrons feel welcome Keep staff conversations to a minimum Greet patrons with conversation starters How may I help you today? Did you find what you were looking for?CUSTOMER SERVICE IN THE LIBRARY / 8 http://wisniowasowa.blo g.pl/
- 9. COMMUNICATION Listen carefully All questions are relevant Respect patrons Tone of voice Speak clearly and politely Do not respond sarcastically Do not speak loudly CUSTOMER SERVICE IN THE LIBRARY / 9
- 10. COMMUNICATION CONT’D Word choice Thank patrons for their questions and feedback Explain library policies and procedures Do not say “you have to” or “you need to” Instead of saying “I don’t know,” refer patron to someone who has the information Do not use library jargon Ask if you can help with anything else Respond to their “thank you” with You’re welcome My pleasure That’s why we’re here Anytime CUSTOMER SERVICE IN THE LIBRARY / 10
- 11. DIFFICULT SITUATIONS Listen carefully Empathize with the patron Maintain a calm demeanor Explain why there is a problem and how you are going to fix it Excuse yourself politely if a patron is talking too long Learn from your challenging experiences Don’t hesitate to ask for a full timer’s help CUSTOMER SERVICE IN THE LIBRARY / 11 http://imgkid.com/unhappy-customer- cartoon.shtml
- 12. ADA COMPLIANCE Do • Listen carefully to their desired needs • Exercise patience and understanding • Know the location and use of special equipment Do Not • Assume you know their disability—many disabilities are not visible • Touch service animals or equipment without permission • Hesitate to ask a full timer if you are unsure of what to do CUSTOMER SERVICE IN THE LIBRARY / 12 When Interacting with Patrons with Disabilities
- 13. ANSWERING THE PHONE Let the patron know the department they’ve reached, who they are talking to, and then offer assistance “UNT libraries, this is [name]. How may I help you?” Maintain a positive and professional tone of voice Explain what you’re doing while you’re doing it Exercise patience Don’t hang up if the connection is bad “Sorry, I can’t hear you very well. Will you please call us back?” CUSTOMER SERVICE IN THE LIBRARY / 13 http://www.iconsdb.com/black-icons/phone-47- icon.html
- 14. RESPONDING VIA EMAIL Start with greeting the patron Use gender neutral greetings “Dear Patron” or “Dear [Patron’s Name]” Thank patrons for their comments or questions Use polite, objective, and professional language Give step-by-step instructions (include screen shots) Provide links to mentioned services Assure patrons that they can contact you with any other questionsCUSTOMER SERVICE IN THE LIBRARY / 14 http://www.goodmessages.info/ios- message-icon/
- 15. CONCLUDING REMARKS By providing equal services, every patron feels valued Advances patrons’ education and learning Decreases library anxiety Increases student retention Improves patrons’ opinions of libraries Boosts library values Enhances library and university reputation CUSTOMER SERVICE IN THE LIBRARY / 15
- 16. REFERENCES Bayer, J. & Llewellyn, S. (2011). The customer comes first: Implementing a customer service program at the university of Minnesota, twin cities libraries. Journal of Access Services, 8(4), 157-189. doi:10.1080/15367967.2011.593419 Florida Library Webinars. (2014, August 4). Think & do improving customer relationships: Customer service at the library, Cultivating loyal library customers [Video file]. Retrieved from https://www.youtube.com/watch?v=tDe4G8XNgYU Hasty, D. F. (2004). Applying fourth generation management to access services: Reinventing customer service and process management. Journal of Access Services, 2(3), 21-42. doi:10.1300/J204v02n03_03 Hernon, P. & Whitman, J. R. (2001). Delivering satisfaction and service quality: A customer-based approach for libraries. Chicago: American Library Association. Ontario Education Services Corporation. Tips on serving customers with disabilities [PDF document]. Retrieved from http://www.alcdsb.on.ca/aboutus/pdf/accessibility/accessibilitytipbookle t.pdf Soete, G. J. (1998). Customer service programs in ARL libraries: A SPEC kit. Washington, DC: Association of Research Libraries, Office of Leadership CUSTOMER SERVICE IN THE LIBRARY / 16
- 17. CONTACT INFORMATION CUSTOMER SERVICE IN THE LIBRARY / 17 SETI KESHMIRIPOUR Service Desk Specialist – Access Services Setareh.Keshmiripour@unt.edu EMILY PEEBLES Graduate Library Assistant – Access Services Emily.Peebles@unt.edu