Do space Customer Service
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The document provides guidance on customer service for employees at Do Space. It discusses what good, great, and excellent service look like. It emphasizes that great service is an art that goes beyond simply satisfying customers. The three key steps to great service are: 1) figure out what customers want, 2) get them what they want, and 3) dazzle them. Great service also involves empowering customers by providing them with tools and information. The document concludes by encouraging employees to go forth and serve customers while staying classy.
Do space Customer Service
- 1. Hello, my name is... Do Space Fun-gineer
- 2. Customer Service What does service mean to you? What does “bad service” look like? What does “good service” look like? What does “excellent service” look like?
- 3. Good service is easy. Great service is an art.
- 4. You have the power to take a customer from this:
- 5. To this:
- 6. To this:
- 7. It’s not hard to satisfy or even delight Do Space members. Once you know the 3 steps, it’s up to you to add your own personal touch.
- 8. Step one: Figure out what the members want.
- 9. Step two: Get them what they want.
- 11. One importantpart of great service at Do Space is empowering members. This means giving them the tools and information to meet their own needs.
- 12. Being encouraging and positive, never condescending, helps, too.
- 13. In our next customer service session, we’ll talk about difficult service situations & how to diffuse angry members.
- 14. Go forth and serve! (and stay classy)
- 15. Dubious Photo Source Citations Elf 1: onthesetofnewyork.com, http://onthesetofnewyork.com/locations/elf/elf03.jpg Elf 2: Sodahead.com, http://rusway.typepad.com/.a/6a00e553a2bd00883401157029cf84970c-320wi Elf 3: uglychristmassweaterparty.com, http://cdn.shopify.com/s/files/1/0039/2062/files/10603468_587613664680903_5738765238481142234_n_grande.jpg?6559 Anchorman meme: sharepointhq.com, http://www.sharepointanalysthq.com/2013/05/sharepoint-user-adopotion-no-pain-no-gain/ Emotion: YouTube, http://i.ytimg.com/vi/5fmHCNfowbQ/hqdefault.jpg Ice Skating: Popsugar Entertainment, http://media2.popsugar-assets.com/files/users/1/13839/13_2007/BOG-16249-Comp.jpg Tennis: Jollypeople.com, http://jollypeople.com/files/2009/05/kswissglobaltennisshowdownjce7tc7br9ol1.jpg Cheerleaders: “This Day in SNL History” Tumblr, http://41.media.tumblr.com/1f13085d4e1508692ec23ad337dbd818/tumblr_newdzxdhHv1tllkl6o1_1280.png Angry: Pinterest.com, https://s-media-cache-ak0.pinimg.com/236x/c5/86/4e/c5864e46e88e8d2e9853cce47a9a68d6.jpg Jumping: Mashable.com, http://mashable.com/2013/07/09/excitement-gifs/
Editor's Notes
- #3: Discuss!
- #4: It’s the difference between a smile and a “how may I help you?” and a more personal, caring touch.
- #7: And, trust me, it feels good to make a customer this happy! After you’ve done it once, you’re going to want to do it again and again.
- #9: This could be easy if the member asks “What hours is Do Space open?” Sometimes a member is in distress and is having trouble telling you what they need, as with this customer who is “in a glass case of emotion” and cannot articulate what he wants. Or maybe they don’t have the technical knowledge or words to describe their needs. Sometimes complex requests are buried under simple questions, though. If a member says “I need a computer,” it might be a good idea to ask more questions such as “What kind of computer do you prefer? We have Macs, PCs, laptops, tablets…” ask them if they have any special needs for their work or project, etc. Michael will cover more in his “Tech reference interview” training about how to get to the heart of a member’s request and how to find and direct them to good resources. Most important is listening, asking good questions, and checking to make sure you understand the request.
- #10: ...even if what they want is candy and spaghetti. Don’t try to talk them out of it. No roadblocks. (No “I don’t know how to do that” or “we don’t do that here”) Just say “Sure thing!” or “Here’s what we CAN do...will that work for you?” or “No problem! Justine at the help desk can help you out with that.” Always offer to walk someone through a procedure. If it’s their first time getting on a computer, say “Here let me get show you how our computers work” and walk over to the computer with them to help. Make things easy for them by telling them what they need to know in simple terms. Avoid using technical jargon with most members if you’re not 100% sure they’ll know what is means.
- #11: Lift them up. Go above and beyond. There are lots of ways to make a member’s day. You can get to know them better by chatting, learn their names, give them extra tips or pointers or share a bit of information that you think will interest them, compliment them, or take the time to check back to see if their needs were met.
- #12: We’ll cover some tech resources later and master the art of helping patrons learn our services. There are some simple things that you can do for people, though, like making sure they know how our computers and printing work, explaining our procedures, and telling them about services that they might not know about.