At my job, I do a training for new employees all about customer service. I tell them that perception IS reality for the people you serve. You might have a day full of ups, great productivity, super creativity and good work. But the one customer who comes in and feels ignored for a moment while you gossip with a co-worker will perceive you as an inattentive blabbermouth rather than the kind, swift and accurate person you truly are.
People in the non-profit sector tend to associate "customer service" with sales. It's sort of a dirty word. But we really are a business. We are in the business of information. Whether you are making money or not, the customer service concept matches up with everything we should expect to be able to deliver to our patrons.
Approachability: Use the 10/5 rule. At 10 feet, make eye contact with someone who is approaching you. At 5 feet, smile at them with an open posture.
Understanding: Listening and asking questions to clarify the patron/customer's expectations.
Judgment: Knowing where and how to approach a query or problem.
Accuracy: Giving the correct information the first time every time... or knowing where to find it.
Speed: Don't dilly dally!
Seems like a bunch of stuff librarians should be doing every day if they want their PATRONS to continue to seek their services, right?
In this, libraries are exactly like businesses. If there are no customers, there is no business. If there are no patrons, there is no library.
Customer service is on my do-not-compromise list. I am appalled at the number of times I walk into any kind of business -- for profit or nonprofit -- and am ignored. Look up from your computer and get out from behind the desk and help people! It really does make a difference.
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