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.