BSBCUS301 BSBLIB404 Customer Service

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) http://gabrielleconsu...

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 needs 1.1     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? Custome...

What are Customer Needs? Read the following article on Customer Needs. https://au.oberlo.com/blog/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 https://www.plv.org.au/about-us/victorias-public-libraries-in-the-era-of-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 mak...