This document discusses enhancing customer service skills through evaluating reference transcripts. It provides benchmarks and best practices for reference librarians. The presentation focuses on making oneself approachable, showing interest in patrons' needs, listening effectively, conducting searches together with patrons, and following up with patrons. Daily affirmations are provided to help improve these skills.

1. Reinvigorating Reference Enhancing Customer Service Skills through Transcript Evaluation OLC Chapter Conferences 2011

8. It's all about customer service...

10. Approachability

14. How do you make yourself approachable?

15. Interest

18. How do you show interest in patrons' information needs (even when you don't feel it)?

19. Listening/Inquiring

22. How do you listen effectively to your patrons?

23. Searching

25. Follow-up

26. How do you professionally manage the search process?

27. Follow-up

30. How do you successfully conclude a reference transaction?

31. Daily Affirmation With Stuart Smalley

32. I will make myself approachable. I will show interest & be curious. I will listen & ask questions. I will conduct my searches together with my patrons. I will follow-up with my patrons. .

33. Now... Let's Ride! Let's Ride!