Post on 18-Aug-2015
transcript
You Can’t Teach Nice: Retail Management Strategies for
Enhanced Library Customer Service
Amanda E. Perrine, MLIS
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The Tale of the Microfiche
*In order to protect the guilty, models were used for the following images.
“Plats för skanning av microfiche för Genline hos Släktforskarnas hus i Leksand” by Edaen is licensed under cc-by-3.0
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Small Group Activity: Hiring
What do you look for when hiring? Education Work Experience Personality Other?
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Group Activity: Expectations
What customer service expectations do you have at your library?
What other expectations may you want to add?
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Training
CC0 1.0: http://www.publicdomainpictures.net/view-image.php?image=56145&picture=male-teacher-cartoon
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Small Group Activity: Experiences
Discuss a great service experience you have had
Discuss a poor service experience you have had
Which was easier to remember?
Have you spoken to others about either of these experiences before?
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The Customer Journey
CC0 1.0: http://www.publicdomainpictures.net/view-image.php?image=21318&picture=the-path
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Activity: Your Patrons
Write down 3 regular patron types What are their
interests? How are you
currently serving them?
What could you do to serve them better?
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The Form Designed to Keep You From Doing the
Stupid Thing That One Guy Did Three Years Ago.
-Clay Shirkey
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Small Group Activity: Empowerment
When do staff need managerial approval to accommodate a patron request?
Why is this? Should it stay this
way?
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Activity: Areas of Expertise
What are the areas of expertise for you and your staff/co-workers?
What areas are you missing?
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Coaching
What, Why What You Did Why it Was Good
What, What, Why What You Did What You Should
Have Done Why You Should
Have Done it Differently
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Small Group Activity: Complaints
How do you handle patron complaints?
Does it vary based on the level of complaint? Based on the status
of the person complaining?
Do small complaints tend to get overlooked?
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Small Group Activity: Assessment
What are you currently assessing in your library?
What should be added?
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Activity: Next Steps
Review your patron journey map What do you want
to keep the same? What changes do
you want to make? What potential
roadblocks may you face when trying to implement these changes?