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Developing a Uniform Customer Service Curriculum Across Libraries

This document outlines the impetus and development of best practices for customer service in libraries, focusing on creating a consistent approach across multiple locations. It emphasizes the importance of greeting patrons with eye contact, anticipating needs, and clear communication. By implementing strategies such as providing line-of-sight directions and walking with users to assist them, libraries can enhance user experience and satisfaction. Examples of effective actions and collaborative methods are discussed, aimed at refining service delivery and fostering a welcoming atmosphere.

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Developing a Uniform Customer Service Curriculum Across Libraries

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  1. Sharing Practices, Sharing Values: Developing a Uniform Customer Service Curriculum Across Multiple Libraries

  2. 13 3 11 20 45

  3. Outline • Impetus • Development of Best Practices • Implementation

  4. Adding to the Library

  5. Our Best Practices Greet by Eye Contact Walk there Stand in their Shoes Anticipate the need Refer Right Confirm First Steps Speak English, not Librarian Confirm Next Steps Provide Options Understand your limits Share the Screen

  6. Multiplying Collaboration

  7. An example Pithy Saying Walk there (Providing ‘line of sight’ directions, Offering to walk with interested users, Offering to walk with confused users, Walking to workspaces when troubleshooting): There are three components of this 1. Walk until the user can see clearly to their destination to assist users who appear hesitant. 2.  Offer to walk with the most interested users in order to connect and answer questions. 3.  Walk with a user to their workspace when troubleshooting, to save the user’s time and solve the problem. Example:  A user is trying to find a particular book in the T section.  You offer to go with them to help them find the book.  They say they  just need to know where it is, so you walk until you have a line of sight to the nearest elevators and say “Ts are on X floor, which You can get to taking the elevator through this doorway right here.” Actions Definition Broad situation

  8. Workshop Formula

  9. Something might be off.. Too much of this! Not enough of this!

  10. Dividing the Instruction Flipped Instruction

  11. Dividing the Instruction Examples from Staff

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