Session 1 Introduction
Customer Service in Libraries
Details of the Units
For the first half of this term will be concentrating on the first unit BSBCUS301 followed by the second unit BSBLIB404 in the last half of the term.
BSBCUS301 - Deliver and Monitor a Service to Customers
1. Identify customer needs1.1 Use appropriate interpersonal skills to accurately identify and clarify customer needs and expectations
1.2 Assess customer needs for urgency to determine priorities for service delivery according to organisational and legislative requirements
1.3 Use effective communication to inform customers about available choices for meeting their needs and assist in the selection of preferred options
1.4 Identify limitations in addressing customer needs and seek appropriate assistance from designated individuals
Libraries and their patrons
Who are they?
What do they want?
Customer Service can be Internal and External. Is this relevant in libraries?
“Customer” means internal or external customer. Internal customers are Library employees who request service from other Library employees. External customers are people or organizations outside the Library who are served by the Library (e.g., Congress, researchers, visitors, institutions, etc.).
Types of Patrons and Customers
Generally, library customers are referred to as patrons. So what is a patron and how is it different to a customer?
"A patron supports someone or something. A patron of a business supports the business by being a loyal customer. A patron of the arts helps support starving artists — financially, not with food rations."
Is there more than one type of library patron? Do we need to know what type of patron each person is? Will it help in providing customer service?
While we know there are many different types of libraries, there are also many different types of patrons.
Patrons come into the library in all shapes and sizes, wants and needs.
Class Activity 1
What is the difference between a patron and a customer?
Do you need to treat them differently?
Know your customers.
Different libraries may use various terms for the people that use their services.
List the different types of libraries and their customers.
Are there different names for different customers?
Are they external or internal customers?
Class Activity 2
Describe a time when you received GREAT customer service
What happened? What made the experience great? How did it make you feel? Did you share the experience with family or friends?
Describe a time when you received POOR customer service
What happened? What made the experience poor or why was it bad? How did it make you feel? Did you share the experience with family or friends?
Library Do’s & Don’ts
Interpersonal Skills
Interpersonal skills are the skills we use every day when we communicate and interact with other people, both individually and in groups. They include a wide range of skills, but particularly communication skills such as listening and effective speaking. They also include the ability to control and manage your emotions.
Read more at: https://www.skillsyouneed.com/interpersonal-skills.html
Class Discussion
Read the complete article above.
What are Interpersonal Skills?
What is emotional intelligence? Do you think you have it?
Verbal versus Non-verbal communication
Verbal Communication is what we say and how we say it
Non-Verbal Communication is what we communicate without words
Non-verbal communication includes facial expressions, the tone and pitch of the voice, gestures displayed through body language (kinesics) and the physical distance between the communicators (proxemics).
Class Discussion
Watch the video and read the article
What are some examples of non-verbal communication? Are you guilty of unknowingly using non-verbal communication? How can you control it?
Class Activity
You are employed as a library officer at Mysty River Regional Library Service(MRRLS).
How would you greet a customer who came to the desk?
Can you be all 3 things - Polite, Professional and Friendly?
How do you balance them out?
Can you be too polite or too friendly?
Can polite and friendly conflict with professional?
Role Play
Using the above example, demonstrate how you might greet a customer in a polite and friendly manner.
What Non-Verbal communication was present?
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