Session 3 Customer Service Policies and Procedures
3. Monitor and report on service delivery
3.1 Regularly review customer satisfaction with service delivery using verifiable evidence according to organisational and legislative requirements
3.2 Identify opportunities to enhance the quality of service and products and pursue within organisational and legislative requirements
3.3 Monitor procedural aspects of service delivery for effectiveness and suitability to customer requirements
3.4 Regularly seek customer feedback and use to improve the provision of products and services
3.5 Ensure reports are clear, detailed and contain recommendations focused on critical aspects of service delivery
Customer Service
Discussion from last week
Last week I asked you to find some Customer Service Charters or manuals from a range of different libraries.
Share with the class details of one that you found.
Class Activity 1
Complete the Customer Service self-assessment checklist (PDF document)
Active Listening
What is Active Listening?
"Active listening involves listening with all senses. As well as giving full attention to the speaker, it is important that the ‘active listener’ is also ‘seen’ to be listening - otherwise the speaker may conclude that what they are talking about is uninteresting to the listener.
Interest can be conveyed to the speaker by using both verbal and non-verbal messages such as maintaining eye contact, nodding your head and smiling, agreeing by saying ‘Yes’ or simply ‘Mmm hmm’ to encourage them to continue. By providing this 'feedback' the person speaking will usually feel more at ease and therefore communicate more easily, openly and honestly."
Read more at: https://www.skillsyouneed.com/ips/active-listening.html
Sheldon Cooper - Xbox vs PS - krump4you
Class Activity 2
"Triple choc mud pie”
Watch the video below - you will be asked some questions at the end of the video to see how well you listened!
How many of the questions did you get right?
Class Activity 3
Colour Exercise.
This activity is a great way to show how we all interpret things differently in a similar situation and how this can be used to understand why having empathy for your patrons or customers is an important part of our customer service skills.
As a class, I want you to all first THINK and then PICTURE the seven days of the week.
Now on a piece of paper or on your laptops/tablets/smartphones, I want you to write down the colour you associated with each day of the week, then we will compare answers.
You have all been given the exact same task but you have all 'seen' the days differently. This is the same when communicating with your patrons. The same questions will not always result in the same answers. Again each patron is different and will have different needs!
Customer Service Policies and Procedures
Library Policy:
is a document that clearly states what type of behaviour is permissible and that which is not, as well as any related consequences.
Library Procedures:
is a document that outlines the specific steps for a staff member to follow. The procedures help an employee know what to do when in a situation and to help ensure consistency throughout the organisation
Class Activity 4
Why do you think it is important to follow policies and procedures?
Government Legislation
All organisations must follow a range of state and federal legislations. Some of these are listed below:
WHS
Anti-discrimination
WWC
Privacy
Copyright
Environmental
Class Activity 5
Look at the above links.
What legislation is important for libraries and why?
Customer Feedback
Class Discussion
Do we really want to know what they think?
What benefits would this give us?
How we can use feedback to improve a library’s products or services?
Class Activity 6
Find three examples of an online customer feedback form – remember to wear your Library Hat!
Difficult Customers - Reopening up the library
Watch this video on Handling angry customers and in particular about opening up your library after lockdown.
Other tips for dealing with difficult Customers
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