MISSION: VISION: Creating inspired lives by connecting people with information and ideas. Mandel Public Library of West Palm Beach reaches out to inspire, inform and create a delightful quality of life. Exceptional Customer Service Means We welcome the customer with a smile, make eye contact and use a friendly tone of voice. We actively listen to the customer s questions or concerns. We are attentive, positive and approachable during the entire transaction. We give the customer more than they expect. We strive to make every customer happy!
Basics of Exceptional Customer Service 1. Be aware of customers needing assistance. Informally check with customers and offer assistance as appropriate. Be aware of anyone that seems confused. 2. Serving the customer is our first priority. Interrupt what you are doing to provide assistance to the customer. If you are assisting another customer, let the waiting customer know you will be right with them. 3. Provide the level of service that the customer wants. Some customers may want to know how to find the answer, while others simply want the answer. 4. Go beyond what the customer expects. Suggest additional titles or recommend library programs. Sign the customer up for the library newsletter or tell them how to place a hold. Sell the library! 5. Make reasonable exceptions to resolve customers problems. Make decisions or seek options to rectify the situation. Resolve the concern or the problem as quickly as possible. 6. Always try to direct the customer to the correct floor or staff member. Never guess when directing customers to where they need to go. If you cannot assist the customer, make sure someone at the next stop can do so. 7. Treat customers equitably. All customers should be given the same opportunities, equal access and the same quality of service regardless of age, race or gender. 8. Communicate with an upbeat tone and frame responses in a positive manner. Say, You may use your cell phone on the 2 nd floor, rather than No cell phones on the 1 st floor. 9. When dealing with an upset customer: 1) Listen, 2) Respond calmly and patiently, 3) Find out what the person needs (avoid interruptions) and 4) Solve the problem.
Standards of Exceptional Customer Service 1. Take responsibility for creating a welcoming atmosphere in the library: Greet and extend warmth and a sense of welcome. Immediately look up when you are approached. Maintain a friendly manner. Make eye contact and smile. Informally check with customers and offer assistance as needed. Be aware of your body language and tone of voice. 2. Take responsibility for making the customer interaction with the Library an exceptional experience: Be aware of customers needing assistance. Interrupt what you are doing to provide service. If you are assisting another customer, let the waiting customer know you will be right with them. Immediately end conversations with co-workers when a customer approaches and/or a customer calls the service desk or your office phone. When it is time to assist the next customer, make eye contact and say, May I help the next customer, please? 3. Take responsibility for exhibiting respect for all customers and your co-workers: Acknowledge customers and co-workers equally. Be non-judgmental. Serve all customers and co-workers by providing equal access to all services and information. All customers and coworkers should be given the same opportunities. Give customers the benefit of the doubt. 4. Take responsibility for correctly meeting a customer s needs: Avoid sending customers on wild goose chases; never guess at an answer. Use creativity and initiative in finding answers or solutions to difficult requests (make reasonable exceptions to policies and procedures). Utilize your co-workers for assistance when helping a customer. Cite sources of information given to a customer. Assist customers or co-workers who ask for help in physically accessing materials. Empathize with the customer; if you were in the same situation, how would you feel?
5. Take responsibility to verify with the customer or co-worker that their needs have been met: Ask, Have I fully answered your question? or Did you find what you were looking for? Follow through on the reference interview; rephrase a request or question so you are both in agreement as to what is needed. Follow through to assure that the assistance provided was useful. Some requests may be more extensive than others; offer to check further and get back with them, then consult your supervisor. 6. Take responsibility to avoid communicating personal value judgments or opinions: Provide assistance without communicating negative judgments about the customer or the question. Do not offer unsolicited negative comments or opinions at any time. Express yourself in positive terms. Be aware of how you project yourself (i.e.: body language and tone of voice). 7. Take responsibility to provide service above your personal activities and/or interests: Conduct personal business off work hours (such as printing recipes, online shopping, play bills, etc.). Conduct personal telephone calls on your breaks (emergencies are the exception). Limit visits by families and friends while you are working the Customer Service Desk. 8. Take responsibility for being knowledgeable, courteous and responsive when communicating by phone, email, fax, in speaking or writing: Direct callers to someone that can help them. Check your voicemail messages and answer your phone when you are at your desk or working a customer service desk. Check your email accounts throughout the day and respond to customer and co-worker questions in a timely manner. Respond in a friendly manner (be aware of tone of voice). Use correct grammar.
9. Take responsibility for upholding confidentiality of records and the Library Bill of Rights: Assist customers without questioning reasons for their informational needs. Attempt to select materials that represent both sides of controversial issues. Maintain customer confidentiality regarding personal information requests or borrowing information. 10. Take responsibility for knowing, understanding and correctly implementing all library policies: Know and follow library policies and procedures. Solve problems and complaints calmly, with dignity, poise and an open mind. Seek supervisor assistance when needed. If you are not sure about policy, make a point to find the correct answer. Be informed. 11. Take responsibility to be at work and your workstation when scheduled: Know your daily and weekend schedule. Be ready to begin your work activities at your scheduled arrival time. Allow time for a transition of duties at shift change. Be flexible when there are last minute scheduling changes due to unforeseen circumstances. 12. Take responsibility for creating a cooperative work environment: Offer assistance or instruction to improve upon a co-worker s skills. Be proactive in learning new skills. Make a positive contribution to working out solutions. Complete assignments on time, offering assistance to those who might need help with meeting their commitments. Effectively and fairly delegate assignments. Understand everyone s strengths. 8/24/2012