1 / 18

Customer Service: Focus on the Customer

Customer Service: Focus on the Customer. NCLA Regional Workshop NCLPA North Carolina Library Paraprofessional Association Thursday, April 22, 2010 Presented by Jackie Frye, Harnett County Public Library. External Customers.

banyan
Download Presentation

Customer Service: Focus on the Customer

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Customer Service: Focus on the Customer NCLA Regional Workshop NCLPA North Carolina Library Paraprofessional Association Thursday, April 22, 2010 Presented by Jackie Frye, Harnett County Public Library NCLPA - North Carolina Library Paraprofessional Association

  2. External Customers • External customers are the people you deal with, either face-to-face or over the phone, who use your library’s resources. [Excerpted from Customer Service for Dummies by Keith Bailey and Karen Leland] External customer service is the service that employees give to outside clients, or those who use facilities or products NCLPA - North Carolina Library Paraprofessional Association

  3. Internal Customers • An internal customer is anyone you count on or rely upon to complete a task or a function or to provide you with information so that you can get your job done…and anyone who counts on you to complete a task or function or to provide them with information so that they can get their job done. • [Excerpted from Internal Customerby Rosenberger 1998] NCLPA - North Carolina Library Paraprofessional Association

  4. What is internal customer service? • Internal customer service is the service we provide fellow employees and other departments within our own organization as well as suppliers and anyone else with whom we work to get our jobs done. NCLPA - North Carolina Library Paraprofessional Association

  5. Who are your Internal customers? • Circulation desk employees • Shelvers • Cataloguers • Reference librarian • Children’s librarian • Administrative assistants • Custodians NCLPA - North Carolina Library Paraprofessional Association

  6. More internal customers? • Booksellers • Suppliers • Equipment vendors • Consultants • MIS personnel NCLPA - North Carolina Library Paraprofessional Association

  7. Your “Real” Job • If you see a gap between your “real” job and the needs of others in your organization, you need to rethink what your real job is. [From Scott Miller (www.entrepreneur.com)] NCLPA - North Carolina Library Paraprofessional Association

  8. Cycle of Dependence NCLPA - North Carolina Library Paraprofessional Association

  9. What are the tangible benefits? • Superior external customer service • Positive employee morale • Improved communication • Teamwork • Customer satisfaction NCLPA - North Carolina Library Paraprofessional Association

  10. Superior internal customer serviceis the pathway to superior external customer service Happy employees are productive employees. FOCUS NCLPA - North Carolina Library Paraprofessional Association

  11. Friendliness Honesty Courtesy Respect for others Helpfulness Information sharing Positive attitude Effective communication Active listening What are the desirable behaviors? NCLPA - North Carolina Library Paraprofessional Association

  12. Extra Special Desirable Behaviors • Positive attitude • Effective communication • Active listening NCLPA - North Carolina Library Paraprofessional Association

  13. Your Attitude • Influences your behavior • Determines the level of your job satisfaction • Affects everyone you come in contact with • Affects your job performance • Is up to you NCLPA - North Carolina Library Paraprofessional Association

  14. Maintaining a Positive Attitude • What affects your attitude? • What can you do about it? • Is enthusiasm contagious? NCLPA - North Carolina Library Paraprofessional Association

  15. “NO” or “Compromise” • Explain why you have to say “NO” • Offer to do something else • Recommend an alternative NCLPA - North Carolina Library Paraprofessional Association

  16. Tips • Begin with your perspective • Enjoy helping • Exceed your colleagues’ expectations • Say thank you NCLPA - North Carolina Library Paraprofessional Association

  17. Objectives Today We • Defined Internal & External Customer Service • Identified your customers • Discussed the tangible benefits • Specified the desirable behaviors NCLPA - North Carolina Library Paraprofessional Association

  18. Thank You • Organizations have more to fear from lack of quality internal customer service than from any level of external customer service. --Ron Tillotson NCLPA - North Carolina Library Paraprofessional Association

More Related