Notes from an ALA Editions Workshop on April 19th
Instructor: Laurie Brown
Why should you care about providing great customer service?
• Customer service is not advocacy
• Customer service provides a foundation for advocacy
• Customer service is no longer optional!
Customer talk about great service they have received, they also talk about poor service but no one talks about satisfactory service - so stop providing satisfactory service. Provide memorable customer service so that the customer is engaged and cannot imagine a world without you business or service in it.
Great customer service comes from small acts of personal kindness. It is a proactive choice in how you want your customers to view you. Ask yourself what terms would you want them to use? What does that look and sound like and how is that accomplished? For example; if you want to be viewed as friendly, what would you have to do in order to accomplish that?
Providing great customer service means that you are:
Accessible - can be reached when your clients need to reach you
Available - there when your client wants you to be, but you need to know when this is
Affable - clients are likely to do business with people who are nice to them
Agreeable - learning to say yes
Accountable - keep your word; always do what you promise; try to over-deliver
Adaptable - how can you transform lives; are you willing to shift practice; can you be what your client wants you to be?
Ability - known by the public as capable and knowledgeable
Ability is a given - it is the other six that are harder to accomplish
Accessibility + Availability = Easy (process)
Affability + Agreeability = Nice (people)
Attitude: feel a sense of gratitude and walk around with this attitude
Greeting: greet your client; it is everyone's job and is of the utmost importance. People like to be acknowledged as long as it is warm and sincere.
Rules for No
Is it illegal? Is it immoral? Is it impossible? Is it unethical? If all of those questions result in a no - then say yes to your client. Ask yourself, can we change our policy so that we can say yes to our client? Or can we give them another option.
CAN CAN (Yes)
What you can acknowledge? What you can do? Change your language.
Example: Instead of "No talking on cell phones" how about "Texting encouraged, please talk in the hall"
Try to go the extra mile instead of saying no to a client. Saying no is easy, finding a solution for the client regards diligent and dedicated employees.
Top 10 Guidelines
1. Trust
2. Say Yes
3. Give Alternatives
4. Be Approachable
5. Be Respectful and Kind
6. Be Flexible
7. Be Patient
8. Keep it Simple
9. Be Positive
10. Do the Right Thing
Give your clients a reason to fight for you.
Ensure that employees are empowered to take good care of your clients.
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