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Customer Service Principles for Library Student Assistants

Customer Service Principles for Library Student Assistants. Music courtesy of Jamendo Walter Mazzaccaro’s Solo Parole. Agenda. Your role in the Library You provide a valuable service. Introduction. Student assistants are first contact Customer service is a staff competency

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Customer Service Principles for Library Student Assistants

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  1. Customer Service Principles for Library Student Assistants Music courtesy of Jamendo Walter Mazzaccaro’s Solo Parole

  2. Agenda • Your role in the Library • You provide a valuable service

  3. Introduction • Student assistants are first contact • Customer service is a staff competency • Employees are expected to meet standards

  4. Objectives • By the end of this presentation, you will be able to: • Discuss role library student assistants play • List principles of excellent customer service

  5. Excellent Customer Service means…

  6. Scenario 1 The student assistant greets the approaching patron with a smile and inquires, “May I help you?” He looks the patron in the eyes. This shows readiness to help the patron. Hi! I need help. Certainly! How may I help you?

  7. Excellent Customer Service means…

  8. Scenario 2 The student assistant shows interest in the patron, and acknowledges his presence. Good morning!

  9. Excellent Customer Service means…

  10. Scenario 3 I can help you. What are you searching for? The student assistant gets the facts by asking the patron to elaborate or clarify her request. I need help finding information.

  11. Excellent Customer Service means…

  12. Scenario 4 Let me show you how to scan this article. Sometimes it may be necessary to physically show a patron how to print or scan an article. You may need to leave the Desk sometimes to show patrons where to find resources.

  13. Excellent Customer Service means…

  14. Scenario 5 Following up is always good practice. It helps to ensure that patrons’ needs are met. Did you find what you were looking for?

  15. Summary

  16. Test Yourself Question 1 of 2 Great! Continue… • List 3 ways to demonstrate approachability. • Click here to see the answer.

  17. Excellent Customer Service means…

  18. Test Yourself Question 2 of 2 You’re done. Congratulations! • How to know if patron’s need’s met? • Click here to see the answer.

  19. Excellent Customer Service means…

  20. Conclusion • In this presentation, we discussed: • Importance of customer service • What is expected of you • Role you play ensuring quality service • Next steps: • Practice customer service principles

  21. Contact Information Please get in touch with me if you have questions. Judith Roberts Library Human Resources Office George A. Smathers Libraries Gainesville, Florida 352-273-2561 judithroberts@ufl.edu

  22. Recommended Readings American Library Association’s Top 10 Customer Service Skills http://alalearning.org/2009/12/14/a-collaborative-learning-experiment-top-ten-customer-service-skills-for-library-staff/ Embracing Customer Service in the Libraries http://www.deepdyve.com/lp/emerald-publishing/embracing-customer-service-in-libraries-6HjaErd58y

  23. The End

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