A training on customer service in the library.

1. CUSTOMER SERVICE IN
THE LIBRARY
Seti Keshmiripour
Emily Peebles
UNT Libraries – Access
Services
December 2014

2. WHAT IS CUSTOMER SERVICE?
 Customer service is providing
service to library patrons by
librarians, staff, and student
employees
 Understanding patrons’ needs
 Assisting patrons
 Satisfying their expectations
 Who can be a patron?
 External – Students, Staff,
Faculty, & Community members
 Internal – Library employees
CUSTOMER SERVICE IN THE LIBRARY / 2

3. THE IMPORTANCE OF CUSTOMER
SERVICE
 Improves patron
satisfaction
 Increases usage and
retention
 Ensures reliability,
consistency, and accuracy
 Opening and closing on
time
 Consistency in
implementing policies and
procedures
 Providing correct CUSTOMER SERVICE IN THE LIBRARY / 3
http://hiettinsurance.com/customer-service/

4. CUSTOMER SATISFACTION
Long Lasting Negative
Impression
Poor Quality Service
CUSTOMER SERVICE IN THE LIBRARY / 4
Long Lasting Positive
Impression
Good Quality Service
VS
.
Attitudes Leave Impressions

5. EXCELLENT CUSTOMER SERVICE
 Going above and beyond to
exceed patrons’ expectations
 Being empathetic, caring,
and attentive
 Providing high quality
service in a timely manner
 Having extensive knowledge
of ALL library services
CUSTOMER SERVICE IN THE LIBRARY / 5

6. SERVICE DESK ETIQUETTE
 Appearance
 Dress code
 Approachability
 Positive attitude
 Smile & eye contact
 Greeting
 Communication
 Tone of voice
 Word choice
 Managing difficult situations
CUSTOMER SERVICE IN THE LIBRARY / 6
http://www.aaepa.com/2014/04/5-email-marketing-
etiquette-tips/

7. APPEARANCE
 Dress code
 Professional and appropriate
 No revealing clothing
 No hats, flip flops, or bare
feet
 No clothing with offensive
slogans
 No gym clothes or pajama
pants
 Keep the service desk neat,
clean, and organized
 No food, drinks, or cell
phones CUSTOMER SERVICE IN THE LIBRARY / 7
http://dmc.darlington.k12.sc.us/dcsddyn/news/index.php?id=64
0

8. APPROACHABILITY
 Maintain a positive and
enthusiastic attitude
 Make eye contact
 No social media or homework
 Smile
 Make patrons feel welcome
 Keep staff conversations to a
minimum
 Greet patrons with conversation
starters
 How may I help you today?
 Did you find what you were
looking for?CUSTOMER SERVICE IN THE LIBRARY / 8
http://wisniowasowa.blo
g.pl/

9. COMMUNICATION
 Listen carefully
 All questions are relevant
 Respect patrons
 Tone of voice
 Speak clearly and politely
 Do not respond
sarcastically
 Do not speak loudly
CUSTOMER SERVICE IN THE LIBRARY / 9

10. COMMUNICATION CONT’D
 Word choice
 Thank patrons for their questions and feedback
 Explain library policies and procedures
 Do not say “you have to” or “you need to”
 Instead of saying “I don’t know,” refer patron to someone who
has the information
 Do not use library jargon
 Ask if you can help with anything else
 Respond to their “thank you” with
 You’re welcome
 My pleasure
 That’s why we’re here
 Anytime
CUSTOMER SERVICE IN THE LIBRARY / 10

11. DIFFICULT SITUATIONS
 Listen carefully
 Empathize with the patron
 Maintain a calm demeanor
Explain why there is a problem
and how you are going to fix it
 Excuse yourself politely if a
patron is talking too long
 Learn from your challenging
experiences
 Don’t hesitate to ask for a full
timer’s help
CUSTOMER SERVICE IN THE LIBRARY / 11
http://imgkid.com/unhappy-customer-
cartoon.shtml

12. ADA COMPLIANCE
Do
• Listen carefully to their desired
needs
• Exercise patience and
understanding
• Know the location and use of
special equipment
Do Not
• Assume you know their
disability—many disabilities are
not visible
• Touch service animals or
equipment without permission
• Hesitate to ask a full timer if you
are unsure of what to do
CUSTOMER SERVICE IN THE LIBRARY / 12
When Interacting with Patrons with
Disabilities

13. ANSWERING THE PHONE
 Let the patron know the department they’ve
reached, who they are talking to, and then
offer assistance
 “UNT libraries, this is [name]. How may I help
you?”
 Maintain a positive and professional tone of
voice
 Explain what you’re doing while you’re
doing it
 Exercise patience
 Don’t hang up if the connection is bad
 “Sorry, I can’t hear you very well. Will you
please call us back?” CUSTOMER SERVICE IN THE LIBRARY / 13
http://www.iconsdb.com/black-icons/phone-47-
icon.html

14. RESPONDING VIA EMAIL
 Start with greeting the patron
 Use gender neutral greetings
 “Dear Patron” or “Dear [Patron’s Name]”
 Thank patrons for their comments or
questions
 Use polite, objective, and professional
language
 Give step-by-step instructions (include
screen shots)
 Provide links to mentioned services
 Assure patrons that they can contact you
with any other questionsCUSTOMER SERVICE IN THE LIBRARY / 14
http://www.goodmessages.info/ios-
message-icon/

15. CONCLUDING REMARKS
 By providing equal services, every patron feels valued
 Advances patrons’ education and learning
 Decreases library anxiety
 Increases student retention
 Improves patrons’ opinions of libraries
 Boosts library values
 Enhances library and university reputation
CUSTOMER SERVICE IN THE LIBRARY / 15

16. REFERENCES
Bayer, J. & Llewellyn, S. (2011). The customer comes first: Implementing a
customer service program at the university of Minnesota, twin cities
libraries. Journal of Access Services, 8(4), 157-189.
doi:10.1080/15367967.2011.593419
Florida Library Webinars. (2014, August 4). Think & do improving customer
relationships: Customer service at the library, Cultivating loyal library
customers [Video file]. Retrieved from
https://www.youtube.com/watch?v=tDe4G8XNgYU
Hasty, D. F. (2004). Applying fourth generation management to access
services: Reinventing customer service and process management. Journal
of Access Services, 2(3), 21-42.
doi:10.1300/J204v02n03_03
Hernon, P. & Whitman, J. R. (2001). Delivering satisfaction and service
quality: A customer-based approach for libraries. Chicago: American
Library Association.
Ontario Education Services Corporation. Tips on serving customers with
disabilities [PDF document]. Retrieved from
http://www.alcdsb.on.ca/aboutus/pdf/accessibility/accessibilitytipbookle
t.pdf
Soete, G. J. (1998). Customer service programs in ARL libraries: A SPEC kit.
Washington, DC: Association of Research Libraries, Office of Leadership
CUSTOMER SERVICE IN THE LIBRARY / 16

17. CONTACT INFORMATION
CUSTOMER SERVICE IN THE LIBRARY / 17
SETI KESHMIRIPOUR
Service Desk Specialist – Access
Services
Setareh.Keshmiripour@unt.edu
EMILY PEEBLES
Graduate Library Assistant – Access
Services
Emily.Peebles@unt.edu