3. Darien Library holds itself to the highest
possible standard of customer service.
We pride ourselves on providing a fulfilling
and enriching experience to all who visit us
either in person or on the web.
We consider hospitality to be a core
component in all we do and always look
forward to seeing you at the library.
11. So How Does This Relate to Libraries?
We have CUSTOMERS.
We have PRODUCTS WE BELIEVE IN.
We want REPEAT BUSINESS.
We know our CUSTOMERS HAVE OTHER
OPTIONS.
13. At Darien Library
we are all librarians!
The public doesn’t know who has an MLS and
who doesn’t. In their eyes, everyone who
works at a library is a Librarian.
49. The Problem Patron:
Unhappy Camper
Empathize.
Active listening.
Is there anything you can do at that moment to make
them happy?
Let them know that you will follow up.
50. The Problem Patron:
You Can't Do That Here
Know your patron behavior policy!
Remain calm.
Excuse yourself:
"Let me get someone else to help you with this."
Have difficult conversations out of the public eye.
Never touch or restrain a customer.
51. The Problem Patron:
What’s That Smell?
Lack of personal hygiene.
It’s time to go now.
And take a shower.
Please. For all our sakes.
52. How to Recover From a Bad Interaction
Sometimes you do everything right and it’s hard to
recover.
Step away from the public service desk for a few
minutes.
Talk about it with other staff members (but not in
public!).
54. How do you answer the phone?
Information desk.
Good morning, Darien Library Information!
Thank you for calling the Darien Library Information
Desk! My name is Sally, how can I help you on this
beautiful day?!
61. Always Remember...
You have control over every library
experience.
While you may not have control over the big
decisions, you can impact specific moments.
62. The Happy Recap
Smile.
Be sincere.
No phones.
No gum.
Keep it clean.
Make eye contact.
Never point.
Always hand deliver.
Identify yourself.
In person, no waiting.
Some people are simply jerks
(but we don’t talk about them in public).
74. Photo Credits
No Service
http://nwgasbdc.blogspot.com/2010/11/is-bad-customer-service-killing-your.html
Hotel Staff
http://www.flickr.com/photos/hotelportosoller/4627646672/
Mickey Mouse
http://free-extras.com/images/mickey_mouse-1096.htm
Zappos
http://about.zappos.com/press-center/media-kit
Shake Shack
http://www.shakeshack.com/
Nordstrom
https://commons.wikimedia.org/wiki/File:Nordstrom_Logo.svg
Ritz Carlton
http://www.flickr.com/photos/sackerman519/5719440872
Nancy Pearl Action Figure
http://blog.estately.com/2013/04/37-things-you-should-know-before-moving-to-seattle/
Paper mess
http://www.flickr.com/photos/ekampf/341734410/
Shh
http://www.flickr.com/photos/martins_nunomiguel/8443103496/
Silver Tea Pot
http://www.flickr.com/photos/kandyan_art_association/7404995492/
Telephone
http://www.flickr.com/photos/brandoncripps/3156373103/
All other photos taken by Sally Ijams or are from the Darien Library website.
Notas del editor
Things get started on the wrong foot
No shushing. Ever. Never. Ever.Whensomeone thanks you for your help, what do you say?
Implies there is a problem or a worry!
Don’t make the customer be the first one to say thank you!
Never miss an opportunity to straighten up, pick up, clean up.Mallory, our favorite bartender, rules of wondering around. Never leave your station and return without making at least one thing neater.
Looks like sloppy leftovers.Want everyone to have the “this is set up perfectly for me” experience
If someone offers you a breath mint, ALWAYS SAY YES!
Everyone needs a work wife.Tells me when my hair is weird.Tells me when to go home if I’m sick.Has a great drawer of basic emergency supplies.Sets an awesome example of grace under pressure.
This is an easy one.People like to have a cup of coffee and a snack when they are working, we don't have a problem with that as long as they put their cups and wrappers in the trash.Greater chance of a book falling in a bathtub at home than having coffee spilled on it in the library.