Customer Service in Action

Beyond the Transaction

Developing a new experiential based service depends on the ability to see the

customer instead of the transactional activity. The focus is on building a

relationship between ourselves and the community rather than seeing our

customers as “using the library” –- proactive vs. reactive model of service

A Culture of “Yes”

● Reinforcing that all people are essentially good

● Empowering staff to make decisions in real-time

● Hiring people who like people not necessarily reading

● Emphasize self-care● Acknowledge & appreciate that dealing with people is hard!

● TRAINING

Finding a way to engage...

Saying yes in practice…

Policies and rules have been in place for decades. Having to adjust to a new way of thinking and doing is a constant practice.

Overcoming the past

No proof of address. Provide options for customers in transition

Approaching someone who is viewing inappropriate material. What do you do?

Stop watching that!

Computers are 3 hours a day. A customer needs more time to write a test or complete a resume. Policy is 3 hours.

I just need 15 more minutes

Claimed return – have a process in place to deal with these and encourage the benefit of the doubt

I returned those!An android. You don’t know anything about it. What options are there?

Help me with my new phone

I am homeless

Saying yes in practice…

How do you approach an issue when it starts off negatively or you feel insulted --- don’t personalize the situation or experience

“Yo! Your computers suck”

Customer wants help printing and the public computers are going to shut down any minute…

Customer needs to print an online form quickly. There is a line at the express computers. Rule is that we don’t print from the desk.

I just need to do this one thing

Creating consistency in the organization is much easier when you become a ‘culture’ of yes

The other branch does it for me

Fines and fees. Navigating when to waive, when to set limits and what other options are available

I’m on ODSP. I can’t pay thatOverriding the system to satisfy the customer need at the moment and make arrangements for the future

Can I just take these out today?

Closing in 5 minutes

When no is necessary…

●Put forward options; not barriers

●When behaviour is clearly inappropriate and constant●Support staff

●Maintain professionalism and respect at all times

Become a service culture

●Model how you want customers to be treated by treating staff that same way

●Have the knowledge and ability to make referrals to CRW, DISP, COAST

●Focus on positive aspects of the work; laugh at the absurd

●Support staff – hear all sides when dealing with complaints