Session 2 Deliver a service to customers



What are Customer Needs?

Read the following article on Customer Needs.

Class Discussion

What are Customer Needs? Do library customers have different needs to retail customers?

What is the difference between physical needs and psychological needs?

What could be some Physical and Psychological needs for people that visit a public library?

How do we determine the needs of our Customers?


Read how some Public Libraries are meeting customer needs during COVID-19

Building Rapport

There are a number of basic rules that apply when you are establishing rapport or a relationship with customers:

The first is to show a genuine interest in the customer. Customers prefer to do business with people they like. You can gain this approval by establishing rapport, or a positive connection with a customer.

Rapport can be established by:
  • asking questions
  • making eye contact
  • offering to help
  • recognising mutual interests
You will usually find that the customer responds to this type of behaviour by identifying you as being keen to assist them, to understand their needs and find a solution to their problem. 

The time you take to establish a relationship with the customer will enhance their commitment and trust in the organisation.

Other things you can do to build a relationship with a customer:

Don’t be afraid to refer the customer to another appropriate staff member or organisation if you are unable to help.

If you cannot help, or refer to another person in the organisation, simply be honest and inform the customer. 

It would be even better if you could spend a few minutes talking to them to gather more information and then accurately refer them to the correct organisation for further help.

Provide translations or bilingual support to non-English speaking customers. Most businesses operating in a situation with non-English speaking clients will have set procedures and systems to appropriately service these clients. 

It is important that you treat these customers with the same respect and courtesy as every other client, even though they may have difficulty communicating.

Present a positive, can do, will help, attitude at all times. A positive, “will help” attitude is important at all times but absolutely critical when the customer is giving you negative feedback or complaining about the service they have received. 


How to build rapport in 30 seconds or less from Retail Customer Service by David Brownlee

Empathy

Empathic phrases are a simple and easy way of conveying that you understand your customer’s situation. You may try using the following phrases:
  • I can see how difficult this must be for you.
  • I understand what you mean.
  • I understand how inconvenienced you must feel.
  • I am very sorry that this has happened to you.

Use a genuinely warm and caring tone, to enhance the meaning and effectiveness of empathic phrases. 

Complaints

Saying “I’m sorry” to a customer does not imply that you or your organisation did anything wrong; it simply conveys that you are genuinely sorry that the customer has had a bad experience.

Check with your workplace policies or procedures or your supervisor or team leader regarding your organisation’s preferred method of dealing with angry or dissatisfied customers.

When a customer is upset, they want to express their feelings, and they want their problem solved.

Be patient and allow time for the customer to express their feelings.

The customer will be more prepared to listen to you once they have ‘got their feelings off their chest’. 

You can then begin to participate more actively in the process of solving their problem. 

Let the customer know that you understand why they are upset and that you are ready to help them


How to deal with upset customers from Retail Customer Service by David Brownlee


Customer Service Charter/Procedures/guidelines

Many organisations that have a focus on Customer Service will have a Customer Service Charter or Manual, outlining the expectations for staff in dealing and providing services to customers.

Here are a couple of examples: https://www.maitlandlibrary.com.au/your-library/connect-with-us/our-story/customer-service-charter

http://www.nla.gov.au/service-charter

Identifying Customer Needs in a Library

Have a look at some of our Public Library's Plans and/or Customer Service guidelines. What are some of the points that relate to customers?



Class Activity 1

Find as many library customer service charters or any document that outlines the level of customer service the organisation will provide. You should include a few different types of libraries, such as;

  • a school library
  • a university library
  • a public library
  • a national library
  • a state library
  • a special library
Discuss the main points that relate to providing customer service.

Class Activity 2

Read through the Misty River Circulation Policy and then answer the following email:

Hi Library Staff,

I’ve received an overdue notice for a book that I only borrowed 10 days ago, it says on the notice that I have a fine of $3.00 and that the book is “prescribed reading”  I thought I could borrow for 14 days
Can you tell me what happened please.

 Thanks




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