Middlebury

Difference between revisions of "Liaison Customer Service and Feedback Tips"

(Created page with "Customer service and feedback discussion Tips and advice Take-aways from interviews with customer service veterans Perspective is everything. Treat every interaction as if yo...")
 
Line 1: Line 1:
Customer service and feedback discussion
+
Customer service and feedback liaison discussion section: Tips and advice
Tips and advice
 
  
Take-aways from interviews with customer service veterans
+
== Themes from interviews with customer service veterans ==
Perspective is everything. Treat every interaction as if you were on a stage. - Joe D.
+
 
We work as a team, knowing this, we all need to take responsibility for solving problems that come our way. - Mary B.
+
(N.B.: These are all paraphrases.)
Circles of influence and concern - Norm C. and Linda R.
+
* Perspective is everything. Treat every interaction as if you were on a stage. - Joe D.
Managers should support various levels of expertise. Need to keep the lines of communication open throughout the process. - Mike R.
+
* We work as a team, knowing this, we all need to take responsibility for solving problems that come our way. - Mary B.
The majority of our energy should be focused on doing what we do best, a majority of our feedback to our colleagues should be constructive. - Sheila A.
+
* Circles of influence and concern - Norm C. and Linda R.
Know your customer
+
* Managers should support various levels of expertise. Need to keep the lines of communication open throughout the process. - Mike R.
 +
* The majority of our energy should be focused on doing what we do best, a majority of our feedback to our colleagues should be constructive. - Sheila A.
 +
 
 +
== Know your customer ==
 
"Everyone in LIS is a service provider. Service principles apply to all patrons.We can't check these rules at the door." - Mike Roy
 
"Everyone in LIS is a service provider. Service principles apply to all patrons.We can't check these rules at the door." - Mike Roy
 
 
Know who you are serving, and adjust your response accordingly:
 
Know who you are serving, and adjust your response accordingly:
 
Students, Guests of the College, Community members
 
Students, Guests of the College, Community members
Faculty, Staff, LIS colleagues  
+
Faculty, Staff, LIS colleagues
Know your policies and draw confidence from your knowledge
+
 
 +
== Know your policies and draw confidence from your knowledge ==
 
You may not be able to answer right away, but what you do know is:
 
You may not be able to answer right away, but what you do know is:
 +
* Your own work responsibilities
 +
* The resources within LIS (including support and connections with colleagues)
 +
* The
 +
basics of what we can offer
 +
 +
== Basic elements of every interaction ==
 +
# You are here to help
 +
# Acknowledge the question and any frustration or confusion that may have been expressed
 +
# Ask questions about the problem to determine the real need / the real story.
 +
# Say what you will do, and offer to be in touch as needed if the problem isn't fixed
 +
Afterward, as needed
 +
# Check in and see how things are going
  
Your own work responsibilities
+
== Dealing with difficult situations and negative feedback ==
The resources within LIS (including support and connections with colleagues)
 
The basics of what we can offer
 
  
Basic elements of every interaction
+
* Take responsibility. Don't blame the customer or colleagues.
You are here to help
+
* Even if the mistake isn't yours, it is worthwhile to take a self-reflective stance and say "we can do better" and "we'll try to do better next time".
Acknowledge the question and any frustration or confusion that may have been expressed
+
* It's okay to make exceptions, but the exceptions have to be balanced with the likely impact of that exception upon the majority of users.
Ask questions about the problem to determine the real need / the real story.
+
* Constructive criticism tips: give and receive behavior-based feedback
Say what you will do, and offer to be in touch as needed if the problem isn't fixed
+
*
Afterward, as needed
+
== Resources ==
Check in and see how things are going
 
Dealing with difficult situations and negative feedback
 
Take responsibility. Don't blame the customer or colleagues.
 
Even if the mistake isn't yours, it is worthwhile to take a self-reflective stance and say "we can do better" and "we'll try to do better next time".
 
It's okay to make exceptions, but the exceptions have to be balanced with the likely impact of that exception upon the majority of users.
 
Constructive criticism tips: give and receive behavior-based feedback
 
Case studies : Discuss
 
What is a positive interaction you had and why?
 
  
What is a negative interaction you had and why?
+
Books:
Resources
+
* Delivering Customer Value : it's everyone's job / Karl Albrecht
Books:  
+
* The seven habits of highly effective people / Stephen Covey
Delivering Customer Value : it's everyone's job / Karl Albrecht
+
* Customers for life : how to turn that one-time buyer into a lifetime customer / Carl Sewell
The seven habits of highly effective people / Stephen Covey
 
Customers for life : how to turn that one-time buyer into a lifetime customer / Carl Sewell
 
  
 
Wiki articles:
 
Wiki articles:
Checklist (this Wiki): http://mediawiki.middlebury.edu/wiki/LIS/Customer_Service
+
* Checklist (this Wiki): http://mediawiki.middlebury.edu/wiki/LIS/Customer_Service
Circulation Student training: http://mediawiki.middlebury.edu/wiki/LIS/Circulation_student_training_archive#Customer_Service
+
* Circulation Student training: http://mediawiki.middlebury.edu/wiki/LIS/Circulation_student_training_archive#Customer_Service
  
Other websites and blog posts:  
+
Other websites and blog posts:
 
Jess' collection of Customer Service, Feedback and Listening websites in Delicious: http://www.delicious.com/stacks/view/F3lyqK
 
Jess' collection of Customer Service, Feedback and Listening websites in Delicious: http://www.delicious.com/stacks/view/F3lyqK

Revision as of 12:43, 19 April 2012

Customer service and feedback liaison discussion section: Tips and advice

Themes from interviews with customer service veterans

(N.B.: These are all paraphrases.)

  • Perspective is everything. Treat every interaction as if you were on a stage. - Joe D.
  • We work as a team, knowing this, we all need to take responsibility for solving problems that come our way. - Mary B.
  • Circles of influence and concern - Norm C. and Linda R.
  • Managers should support various levels of expertise. Need to keep the lines of communication open throughout the process. - Mike R.
  • The majority of our energy should be focused on doing what we do best, a majority of our feedback to our colleagues should be constructive. - Sheila A.

Know your customer

"Everyone in LIS is a service provider. Service principles apply to all patrons.We can't check these rules at the door." - Mike Roy Know who you are serving, and adjust your response accordingly: Students, Guests of the College, Community members Faculty, Staff, LIS colleagues

Know your policies and draw confidence from your knowledge

You may not be able to answer right away, but what you do know is:

  • Your own work responsibilities
  • The resources within LIS (including support and connections with colleagues)
  • The
basics of what we can offer

Basic elements of every interaction

  1. You are here to help
  2. Acknowledge the question and any frustration or confusion that may have been expressed
  3. Ask questions about the problem to determine the real need / the real story.
  4. Say what you will do, and offer to be in touch as needed if the problem isn't fixed

Afterward, as needed

  1. Check in and see how things are going

Dealing with difficult situations and negative feedback

  • Take responsibility. Don't blame the customer or colleagues.
  • Even if the mistake isn't yours, it is worthwhile to take a self-reflective stance and say "we can do better" and "we'll try to do better next time".
  • It's okay to make exceptions, but the exceptions have to be balanced with the likely impact of that exception upon the majority of users.
  • Constructive criticism tips: give and receive behavior-based feedback

Resources

Books:

  • Delivering Customer Value : it's everyone's job / Karl Albrecht
  • The seven habits of highly effective people / Stephen Covey
  • Customers for life : how to turn that one-time buyer into a lifetime customer / Carl Sewell

Wiki articles:

Other websites and blog posts: Jess' collection of Customer Service, Feedback and Listening websites in Delicious: http://www.delicious.com/stacks/view/F3lyqK

Powered by MediaWiki