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Kathleen Smith, Projects Librarian Kelley Worman, Metro Libraries Supervisor Fresno County Public Library

Kathleen Smith, Projects Librarian Kelley Worman, Metro Libraries Supervisor Fresno County Public Library. People First! FCPL Gets High Marks for Extraordinary Customer Care. Project Goals. Develop a holistic, organization-wide vision of customer service.

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Kathleen Smith, Projects Librarian Kelley Worman, Metro Libraries Supervisor Fresno County Public Library

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  1. Kathleen Smith, Projects Librarian Kelley Worman, Metro Libraries Supervisor Fresno County Public Library People First! FCPL Gets High Marks for Extraordinary Customer Care

  2. Project Goals • Develop a holistic, organization-wide vision of customer service. • Develop customer service training program. • Strengthen staff skills and confidence in proactive and mobile service. • Increase customer satisfaction.

  3. Project Activities: Vision We commit to deliver service that is friendly, knowledgeable, wholehearted, and respectful.

  4. Project Activities: Training • 3 Model Branches • Techniques in Positive Patron Service (TIPPS) • Straight As of Customer Service • Approach • Ask • Answer • Add-on • Appreciate

  5. Our Measures of Success • Increase in staff confidence and enthusiasm for the roving model. • Implementation of service zones and roving schedules at model branches. • 50% increase of roving activity and assistance provided. • 90% of model branch staff able to articulate the People First! vision statement. • Increase in customer satisfaction.

  6. Stories of Success I have had aha moments…I have been trying to make eye contact with and smile at inquiring patrons and those that look lost even before they approach me with questions. And this has made all the difference. --Marita One evening as I was roving…I heard someone say in a discouraged voice, "Well, I guess this is all they have".  I went over and asked if I could help them find something.  A father was trying to help his teenage daughter find books of Edgar Allan Poe's short stories. I was able to redirect them to the Young Adult fiction area where we found 2 books of Poe's tales which was just what they were looking for. --Edy

  7. Recommendations for the Future • Develop instructor training guide. • Extend training to all library branches. • Develop online training modules. • Introduce customer service competencies. • Include People First! and TIPPS concepts in new employee training series. • Review and update Library policies and documents to reflect People First! vision. • Market People First! to the public.

  8. Community Impact • Training staff to proactively engage with their customers more and go above and beyond their existing expectations. • By raising customers’ expectations for library service, they become more aware of the value of the library in their community • Direct benefit to the individual; indirect benefit to the community; • GREAT service generates positive talk

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