Introduction

           

Congratulations on becoming part of the library service team.  You play an important role in creating a positive experience for patrons.  You are the face of the library.  Your interactions with patrons form a lasting impression of this facility.

​

​

Customer Service Philosophy

           

Our philosophy is to be the first line of support for members of the community, by providing materials, instruction, and technological resources.  We believe in treating our patrons as customers and viewing the services we provide as a product.  We believe that customer service is everyone’s responsibility.  We are dedicated to listening and responding to customer suggestions and concerns with objectivity and flexibility. Remember that each person is special and unique. 

           

We are the face of the library, our attitude, our words, and our actions form a lasting image of our organization.  Be professional, and provide the same service regardless of age, gender, race, religion, sexual orientation, educational background, or physical limitations.  Use every opportunity to build long-term relationships with your customers, by providing prompt, efficient and tailored service to meet their needs.

           

We are also dedicated to practicing internal customer service, where employees are treated as customers.  Our goal is to create an environment that fosters creativity, achievement, safety, and comfort for our external and internal customers.

​

Characteristics of Good Customer Service and How to Acquire Them

          

The library would not exist without our patrons.  Providing excellent customer service to meet the needs of our external customer is crucial to customer retention.  All library employees should be focused on improving customer loyalty.  Superb customer service should be infused into every aspect of the organization. To provide quality customer service, it is important to possess and acquire certain characteristics and skills.

           

Active Listening – Focusing on your customer and listen for key information. Pay attention to their tone, choice of words, and vocal volume.  Paraphrase their question or comment to clarify your understanding and to reassure the customer that they have been heard and their problem is a priority.  Active listening builds a rapport with the libraries customers.

           

Communication Skills – Know how to speak, when to speak, and when to listen.  Even though communicating is the simple act of transferring information, it is one of the most important life skills.  To communicate effectively, take a moment to contemplate what you want to say, and how you will say it.  Make eye contact when in a conversation. Avoid using jargon and never use any language that may be racist, sexist, or be considered offensive.  Create optimism with positive language choices.  Darlene Weingand’s 10 Magic Phrases, in the 8th edition of Library Programs and Services textbook, lists some phrases that will exhibit the service culture of the library, such as:

​

• “Did you find what you wanted?

• How well does the information meet your needs?

• Is there something else that I can find for you?” 

• When unsure of what the customer is asking a reply is “There are several possible ways to address your question… Can you give me a little more background? (Evens, 2015)

           

Empathy – Is the ability to recognize emotions in others; the ability to put yourself into your customer’s shoes by looking past your own concerns.   Look for similar experiences that you can use to relate to your patron.   Validate your customer and fellow employees’ perspective.  Try to understand why they believe what they believe.  You cannot have empathy without an open mind.

           

Patience – Without patience it is easy to lose control in difficult situations.  Being in control of your emotions will prevent impulsive decisions.  Patience is key when dealing with a disgruntled patron. 

           

Honesty – Customers value honesty. It is an essential ingredient in all business dealings.  If a patron feels they are being lied to, they will take their business elsewhere.  Honesty builds the foundation for trust.

           

Professionalism – Professionalism in look and action is needed for establishing any long-term business relationship. Customers will form an opinion within seconds of meeting someone.  Key points to keep in mind:

• Clothing should always be clean and well-kept

• Positive attitude

• Be polite even when other are rude

• Helpful attitude – Be willing to do more than what is expected of you

• Speak up when there is a problem

• Accept feedback both positive and negative as a learning experience

• Be reliable

           

Product Knowledge and Library Policies – Become an expert on the materials, services, and events the library provides.  Know the policies so you know what can be provided to the customer.

           

Solution Oriented – Analyze problems and ascertain solutions. It is our job to calm the fears of our patrons and help them focus on a solution. Solution oriented employees build confidence in patrons.  Most of our time should be spent developing and brainstorming answers. When you do not know the answer and you need to ask for help, say “I don’t know, but I will find the answer for you.”

           

Courtesy - Demonstrate respect for everyone by practicing common courtesy and good manners.  Display professional courtesy by being on time to work, meetings, work-rated events, and deadlines.  When you are late you are sending the message that you do not respect other people’s time or schedules.  In Renee Evenson’s book Customer service training 101, she discusses how courteousness sends a positive message to the customers.  Ms. Evenson’s shared a few words and phrases that should be a part of everyone’s vocabulary (Evenson, 2011). 

​

• Say please, thank you and you’re welcome

• Say excuse me and I’m sorry

• Use Sir and Ma’am

• Use a person’s name when you know it.

• Use yes rather than yeah

• Say it with a smile

           

Team player - Teamwork maximizes strength, and can bring out the best in everyone. Find your role in your team and offer your strengths. Be reliably and always keep your objective in mind. Be supportive of your fellow employees, and offer positive feedback to boost morale. 

           

Body Language – Improve customer experience by being mindful of your body language.  A few tips from Forbes article 12 Body Language Tips for Career Success, include standing tall, trying power priming where you remember an event where you felt powerful, maintain eye contact 50-60% of the time, talk with your hands, a positive voice, and smile because it communicates to others that you are approachable and trustworthy (Goman, 2013).  Even over the phone a smile can transfer to your tone of voice.

           

Work Under Pressure – To reduce the stress, set achievable targets and deadlines to prevent added pressure.

           

Time Management – Multi-task and delegate work whenever possible. Prioritize and set realistic goals.

           

Know Your Repeat Customers – You can provide a personalized service to our patrons when you know your patrons personalities and their likes.  A small act of kindness can make a big impression on a patron.

​

Difficult Patrons

           

In Library Programs and Services textbook, the authors state that staff should plan their first response to common complaints. It is important to plan ahead, to develop techniques to deal with hostile patrons (Evans, Saponaro, & Sinwell, 2015). 

 

Handling complaints

           

Be polite even when your customer may not be kind.  Paraphrase the problem for clarification.   Tell the customer you understand why they are unhappy, and that you will find a solution.  If a solution cannot be found, contact your supervisor.

 

Calming Difficult Customers

           

When dealing with difficult customers the first step is to determine the reason for their complaints.  To calm the customer, assure them you will be helping them rectify the situation.  Listen to their complaint without interruption and write down any key details.  Based on the details, assess the situation, to determine if the patron has a valid complaint. 

           

If the patron has a valid complaint, apologize.  Explain what happened, while never assigning blame to anyone.  Explain how you plan to resolve the issue, and what will be done to prevent this issue from happening in the future.         

           

Thank the patron for allowing you to assist them.  After implementing the restitution, make a follow up call.

​

Internal and External Customers

           

External customers are the library patrons, the library’s borrowers.  They are considered external since they come from outside the library. The target market for library, are users who request and expect services.   They are the end user of the library’s programs and services. Our goal is to turn the external library customers, into lifelong repeat customers.

           

Internal customers work within the library, and are fellow employees. Work on your interact actions with internal customers.  Although, they may not need to be turned into repeat customers, they are important part of the library’s success.  All department should work together to meet a common goal, and produce quality service.  An environment that is positive, productive, and focuses on high communication should be built.

​

Patrons with Diverse Needs

           

All patrons deserve and should be treated with respect. Quality information service is available to patrons of diverse backgrounds.  Diversity encompasses people with “physical disabilities, sexual orientation, age, language, social class,” as well as race and ethnicity.  It is the library’s job to provide the resources, services, and opportunities that meet the needs of all people (ALA, 2016).

​

Interacting with Patrons with Disabilities

           

People with disabilities are people who want to converse with you like any other patron. Never assume a patron wants help just because they are disabled.  Always ask them first.  When helping someone who is wheelchair bound, consider asking them to join you at a nearby table to make interaction easier.  If a companion comes to the library to assist them, focus on the customer.

           

When a patron comes to the library with a service animal, be sure to direct your attention to the person and not the animal.  Be sure to ask the patron their name before asking for the animals.   

           

People with development disabilities, it is important to speak simply and clearly. Be patient with responses.  Never finish their sentences or talk over them. 

           

Patrons with visual deficiencies, as you help, verbally explain to them how you are helping.  Inform them of obstacles in their path. 

           

Patrons with hearing-loss, most can read lips, it is vital that you avoid speaking quickly and you enunciate your words.

​

Conclusion

           

This training program is intended to introduce you to the library’s philosophy and the skill set required to successfully providing quality customer service.

           

You are encouraged to ask questions.  If there are any work related questions, please feel free to contact your supervisor for assistance. 

 

 

References

 

American Library Association (2016, September 22). Library services for people with disabilities policy. Retrieved October 25, 2016, from http://www.ala.org/ascla/resources/libraryservices

 

American Library Association. (2011, December 19). Diversity. Retrieved October 25, 2016, from http://www.ala.org/aboutala/missionhistory/keyactionareas/morediversity/diversitybrochure

 

Evans, G. E. (2015). Library programs and services: The fundamentals (Eighth ed.). Santa Barbara, CA: Libraries Unlimited.

 

Evenson, R. (2011). Customer service training 101. NY, NY: American Management Association.

 

Goman, C. K. (2013, August 21). 12 body language tips for career success. Forbes. Retrieved from http://www.forbes.com/sites/carolkinseygoman/2013/08/21/12-body-language-tips-for-career-success/#2776467b2a13

 

Siess, J. A. (2003). Visible Librarian: Asserting Your Value With Marketing and Advocacy. American Library Association.