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By: kathy_roger (26 month(s) ago)

very interesting topic, please make it shareable to all

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Customer-Friendly Is More Than An Attitude: 

Customer-Friendly Is More Than An Attitude An Infopeople Workshop December 2004-April 2005 Elaine Z. Jennerich jenneric@u.washington.edu

Agenda: 

Agenda Introductions Customer-friendly attitude and actions Confusing the customer Listening When saying “no”

Introductions: 

Introductions Name Library Position One thing you like about serving your library’s customers

Slide4: 

“To create a positive first impression, we need to know how to connect immediately with others regardless of their age, gender, ethnic background, mood, or the situation.” …Jeff Mowatt

Rapport: 

Rapport Making the customer feel important Small talk = Big return

Exercise #1: Building Rapport : 

Exercise #1: Building Rapport Break into small groups

Look at the “library users” in the pictures: 

Look at the “library users” in the pictures Create rapport building questions or comments for each picture Share one example with whole group

Artistic Give And Take Exercise: 

Artistic Give And Take Exercise Sit back to back Artist assistant describes picture Artist creates the picture Reverse roles

GIVE AND TAKE OF COMMUNICATION…: 

GIVE AND TAKE OF COMMUNICATION… What happened? Language/terminology Nonverbal Feelings/emotions Outcome? What did you learn? What would you do differently?

Customer-Friendly – Basic Attributes: 

Customer-Friendly – Basic Attributes Expect to have a good day Smile Greet the customer Eye contact Simplify language Make the customer feel important Open body language Listen, listen, listen Ask open-ended questions “Is there anything else I can do?” Thank the library user

Personal Action Plan: 

Personal Action Plan Write down one action you can take to improve rapport with your library users.

Confusing The Customer: 

Confusing The Customer “If confusion is the first step to knowledge, then I must be a genius.” ….Larry Leissner

Clear Explanations And Directions: 

Clear Explanations And Directions Remember the Artistic Give and Take? What did you learn about giving clear explanations and directions?

Avoiding Biblio-Language: 

Avoiding Biblio-Language What is the alphabet soup in your library? Jargon? Abbreviations? Acronyms? Biblio-language?

Exercise #2 Simplifying The Language: 

Exercise #2 Simplifying The Language Write down ten biblio-language examples. Create sentences Exchange sentences Simplify sentences

Personal Action Plan: 

Personal Action Plan Write down one action you will take to simplify communication with your customers.

Exercise #3: Customers With A Difference: 

Watch video…..then take the quiz “Communicating with ESL Customers” Exercise #3: Customers With A Difference

Phone Customer (ESL) : 

Phone Customer (ESL) What techniques work for you? What doesn’t work? What difficulties do you have? What difficulties do your customers have?

Personal Action Plan: 

Personal Action Plan What action will you take to improve your interaction with users who are not native English speakers?

Listening: 

Listening We have 2 ears and one mouth; obviously, we should be listening twice as much as we speak. ….anonymous

Listening Myths: 

Listening Myths Listening is a natural skill. Listening is passive Interrupting is bad form. You can stop listening when you get the general idea. Listening and hearing are the same.

4 Types Of Listening: 

4 Types Of Listening Inactive Selective Active Reflective

Main Barriers To Listening: 

Main Barriers To Listening Noise Distractions Movement Physical surroundings

Additional Barriers To Listening: 

Additional Barriers To Listening Other barriers to listening?

Just React : 

Just React Licorice Liberal Crutches Toddler Muslim Retarded Stutter Piercings Hockey Teriyaki Hip-hop Prayer GED Old Librarian Disfigured

“Emotional” Reactions: 

“Emotional” Reactions The human mind always takes the “emotional road” first.

Listener Filters: 

Listener Filters Prejudice/bias Assumptions Listener thoughts Feelings about topic Feelings about speaker Conflict of values Difference in style

Listening Exercise: 

Listening Exercise In your group, discuss what you might do to overcome at least 3 barriers and 3 filters from the list that are assigned to your group. Someone from your group will report to the whole class.

Personal Action Plan: 

Personal Action Plan What specific step will you take so that you will be listening to users more effectively?

Saying “No”: 

Saying “No”

“No” Situations: 

“No” Situations In what types of library situations are you unable to fill requests or have to say “NO”? Let’s create a list of some those situations together…..

Can’t Fill A Request?: 

Can’t Fill A Request? Do you understand the problem? Form a team with customer What can you do? Create a “neutral zone” on paper

Neutral Paper Zone: 

Neutral Paper Zone Takes emphasis away from feeling and makes it more tangible Focuses on facts Lessens effects of personality and biases Creates teamwork Stresses options, solutions….

Neutral Zone Examples: 

Neutral Zone Examples

Personal Action Plan: 

Personal Action Plan You must say “no” to a customer or can’t fill a request. What is one way you will do that better?

Let’s Review the Day: 

Let’s Review the Day What did you learn today?

Personal Action Plan: 

Personal Action Plan Using the 5 actions you chose throughout the day, write a paragraph describing your overall action plan!

Slide38: 

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