a visual presentation to accompany specific library related customer service training

1. Customer Care

2. Our Mission

3. We are in the business of satisfying the customer’s need to know…

4. .

5. Perception of Service Perceived Service Dimensions of Service Quality Tangibles Reliability Responsiveness Competence Courtesy Credibility Security Access Communication Understanding Empathy Expected Service Marketing Personal Needs Past Experience Word of Mouth Service Quality

8. Bridging Perceptual Gaps

9. Aoccdrnig to rscheearch at Cmabrigde Uinervtisy, it deosn't mttaer inwaht oredr the ltteers in a wrod are, the olny iprmoatnt tihng is taht the frist and lsat ltteer be in the rghit pclae. The rset can be a taotl mses and you can sitll raed it wouthit a porbelm. Tihs is bcuseae the huamn mnid deos not raed ervey lteter by istlef, but the wrod as a wlohe.

14. Here’s what I heard you say. Is that correct?

16. Things we want to get right

17. Body language

18. Focus

19. Active listening

20. Be Responsive

21. 2. excellence of manners or social conduct; polite behavior. 1. a courteous , respectful, or considerate act or expression. Cour . te . sy [kur-t uh -see] Be courteous

22. They have to know we care

23. Look through your customer's eyes. Are you the solution provider or part of the problem? Marlene Blaszczyk

24. Successful Telephone Practices

25. Successful Telephone Practices Eagle Branch Library. Syaron speaking. How may I help you? Yes, I need information about Japanese animation.

26. Successful Telephone Practices I’m sorry. I don’t have that information here.

27. Successful Telephone Practices Would you like me to connect you with that department? Yes, please!

28. Successful Telephone Practices Central Library. History Dept. This is Anju speaking. How may I help you?

29. Successful Telephone Practices I have a transfer for you. Bye!

30. Successful Telephone Practices Central Library. History Dept. This is Anju speaking. How may I help you? I am waiting for my information!

31. Successful Telephone Practices ? ! ? Huh?

32. How do we prevent this?

33. “ A man without a smiling face must not open a shop.”