Customer Service Basics
Who are our customers?

Students, staff, parents, volunteers, etc.
Good customer service…
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should be a way of life in your media center and the basis for every decision.
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is more important than rules. Restate in a positive way.
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provides service and builds positive relationships.
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turns every encounter into an opportunity.
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is treating customers the way you want to be treated.
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is not only asking the questions but listening to the answers.
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is positive, welcoming and empowering for the customer. Use feedback and surveys.
Six Basic Needs of all Customers
Friendliness

welcome your customers, by name if possible
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make eye contact, smile, use a pleasant tone of voice, be polite

appear friendly even if you are having a bad day
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professional appearance and attitude - dress for success

positive environment – not the gossip center
Understanding and empathy
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feel their pain – “I understand and this is what I can do to help”
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show you care
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take it seriously but not personally, patience while venting, don’t become defensive
Fairness

treat all customers the same
Control

tell them what you can do and respond in a timely manner
Options and alternatives
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offer options for solving the problem, be open to help
Information

easy access to clear and accurate information – handouts, signage, brochures

deliver what was promised on time
Start today

look at all rules – restate in a positive way
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create a customer centered library – think like a customer
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overdue books – fine free Friday, late is great, amnesty times

hire for attitude, train for skills
Works Cited
Hyman, Karen. "Customer Centered Library." 02 Mar 2007 28 Jun 2007
<http://www.pla.org/ala/pla/plaevents/2007plaspringsymposium/CustomerServHyman03
07.pdf>.
Collins, Dorene. "Customers First!." FactSheet Jun 1999 28 Jun 2007
<http://www.omafra.gov.on.ca/english/busdev/facts/99-013.htm>.
"Berkeley Human Resources." Customer Service Principles and Behaviors. 10 Apr 2007.
University of California. 31 Jul 2007 <http://hrweb.berkeley.edu/internal/customer.htm>.
"General Customer Service Principles." Student Administrative Services Center. University of
Hartford. 28 Jun 2007 <http://uhaweb.hartford.edu/sasc/customerserviceprinciples.htm>.
Presented by:
Cookie Davis, Media Specialist
Jill Saracino, Media Specialist
A. W. Dreyfoos Jr. School of the Arts
Lighthouse Elementary
davisco@palmbeach.k12.fl.us
saracino@palmbeach.k12.fl.us
PX# 56029
PX# 57283