Session 4 - More on Customer Service

How do teamwork skills and customer service skills interact?

What do you think? DO they interact? How do they interact?

Watch the following video clips and discuss

http://www.youtube.com/watch?v=xJk8DkiYwMk

http://www.youtube.com/watch?v=Cmiq6DLCAeY

Activity 1

Complete the following Self assessment checklist : Copy and paste the checklist into a word document so you can fill it in there and keep for reference purposes.



http://www.goer.ny.gov/Training_Development/sld/gws/job_aids/CustomerServiceSelfAssess.cfm

Customer Service Charter/Procedures/guidelines

Many organisations that have a focus on Customer Service will have a Customer Service Charter or Manual, outlining the expectations for staff in dealing and providing services to customers.

Here are a couple of examples

http://www.maitland.nsw.gov.au/Library/YourLibrary/Customer


http://www.nla.gov.au/service-charter

Activity 2 

Find as many library customer service charters as you can in the time allotted for different types of libraries such as a school library, a university library, a public library, a national library, a state library, a special library etc.

Session 3 - Introduction to Customer Service

Describe a time where you received GOOD customer service. How did it make you feel?

Describe a time where you received BAD customer service. How did it make you feel?

What do you think constitutes Quality Service to Customers? List some words/terms/descriptions on the whiteboard wall.


What personal attributes do you need to provide quality customer service? How do you rate yourself?

Communication 

The first part of this unit is to learn about Communication, in particular, communication with customers

1.    Communicate with the customer   
1.1.    Conduct communication with customers and colleagues in a polite, professional and friendly manner
1.2.    Use language and tone appropriate to a given situation in both written and spoken communication
1.3.    Use appropriate non-verbal communication in all situations
1.4.    Observe and take into consideration non-verbal communication of colleagues and customers
1.5.    Show sensitivity to cultural and social differences when communicating with others
1.6.    Use active listening and questioning to facilitate effective two-way communication
1.7.    Identify potential and existing conflicts and seek solutions in conjunction with parties involved

Class Activity Example

You are employed as a customer service officer at Mysty River Regional library Service (MRRLS).
How would you greet a customer who came to the desk?
Can you be all 3 things - Polite, Professional and Friendly?
How do you balance them out?
Can you be too polite or too friendly?
Can polite and friendly conflict with professional?

Non-verbal Communication

http://www.mindtools.com/pages/article/Body_Language.htm

Role Play

Using above example, demonstrate how you might greet a customer in a polite and friendly manner.

What Non-Verbal communication was present?