This document outlines a training for student assistants at Rhodes Library on customer service. It defines good customer service as treating customers with a good attitude, helping them in a friendly manner, and ensuring a positive experience. The training covers why customer service is important, expectations for front-of-house interactions, personal and professional development, teamwork, and developing motivation and leadership skills. Trainees are advised to be friendly, approachable, find answers for customers' questions, and take pride in their own development and providing quality customer service.

1. Customer Service
Rhodes Library
Student Assistant Training 2017
10th February 2017

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OUTLINE
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What is Customer Service?
Customer Service: why is it so important?
Front of House
Personal and Professional Development
Team Work

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What is Customer Service?
“Good customer service is
treating customers with a
good attitude, helping them
in a friendly manner and
efficiently, and making sure
they have a great
experience with your
products. This service will
help customers make the
best choices”
http://jobsearch.about.com/od/retailinterviewanswers/qt/goodc
ustomerservice.htm
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Customer Services: Why is it so important?
 Rhodes is YOUR employer
 Smart/casual, shoes, non-revealing
 Wear name tags
 NO headphones
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Front of House
 You are the FRONT OF HOUSE for the Library and
University
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Personal Development
Developing and building life-long professional and
personal skills
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Be friendly and approachable
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 Smile
 Eye contact
 Personal touch

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Be friendly and approachable
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https://www.youtube.com/watch?v=viFhmc7BA2c
https://www.youtube.com/watch?v=XK3cNcuvuMs
https://www.youtube.com/watch?v=0KXLbWPSbDs

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Opportunities to grow
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Competencies: motivation
Working
Together
Self Motivation
Leading the
way –
Motivating
others

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Teamwork

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You do not have to know everything
But make sure you find out and get back to that
person.
It goes a long way

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Final thoughts
• It is hard to leave the Comfort Zone. But the
rewards are worth it.
• Take ownership and pride of your own
development
• Remember: Quality and Friendly Customer
Service is the measure of our success

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 https://www.youtube.com/watch?v=viFhmc7BA2c
 https://www.youtube.com/watch?v=XK3cNcuvuMs
 https://www.youtube.com/watch?v=0KXLbWPSbDs
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