Do you know that "service" is the standard by which libraries are measured?
Your library patrons are your customers who come to you for products and services. Satisfied customers are essential to any organization, but especially to a small, underfunded and understaffed rural library. As a rural or solo librarian you need to establish behaviors in your organization that ensure good customer service.
Are you aware that you communicate with others through your words (7%), your voice (38%), and your body language (55%)?
So remember to smile . . . You are the library and You are essential to its success.
Any problem that can be found in the outside world can be found in your library, as well. Difficult situations or complaints are often fueled by bad first impressions. Strategies to head-off any potential trouble should include your being
- Approachable
- Attentive
- Helpful and
- Considerate
Here's how:
ASK what your customer's want and listen to what they say. Make sure you understand them. Establish good eye contact and present a helpful face. Treat all customers with respect and courtesy.
RESPOND to your customer's requests by answering or referring their questions. Speak clearly. Provide them with choices. Don't make promises you can't keep.
SATISFY your customer's request by following-up with them. Be assertive, but not aggressive and give them your full attention.
Satisfied customers are essential to the success of your organization; so, make sure your customers are your first priority!
Brought to you by The Settlement Library Project:
Serving People, Broadening Perspectives, and Sharing Resources in Libraries.
Serving People, Broadening Perspectives, and Sharing Resources in Libraries.
Image: http://www.sugarpiefarmhouse.com/the-old-homeplace
