Michigan Library Association

Seminar Objectives

Service

“Help Me” Service

Fix-It Service

Value-Added Service

Increasing Relevance of  Customer Service

Business Trends….

Excellent Customer Service

Why do Libraries care…?

How good are Libraries at…

Library Customer Service Ratings
Scale of 1-7

Slide 13

…and the problem is..?

Library Customer Service Philosophy

Yet..that philosophy is bounded by the reality of  …

And…the “Expectations gap” grows…

Customer Servancy
State whereby customers manage the library vs. library managing customers experiences.
Characterized by….

No Boundaries/Limits?

Impact of no limits..

Slide 21

Development of Limits

Sample “Limit”-first time e-mail use

Bias for “Whatever it takes”

“Whatever it takes”-Solution

Solution-Do my homework for me

What “expectations” are you now held to you never agreed with..?

Solution-Learned expectations

Not Proactive ?

Proactive Solutions

Proactive Solution-Sample

Managing activities vs….
the customer experience

"an episode when a customer..."

Slide 34

“Moments” made from…Functional Service…

Personal Service-Engages customer

“Moment” Examples

Activities vs. Customer Experience

The Complete Service Environment

Customer Service Policy

Customer Service
Policy and Application

Customer Service Policy Contents

Customer Service
Managing the Moments of Truth

Customer Service
 Managing the Moments of Truth

 Customer Service
 Managing the Moments of Truth

Customer Service
 Managing the Moments of Truth

Awesome Customer Service
 Managing the Moments of Truth

Customer Service Procedure

Customer Service
Training the Customer

Customer Service
Training the Customer

Training the Customer

Assignment

Awesome Customer Service
How to Enable Change

Training the Staff

 Customer Service More Strategies...

Summary Review/Discussion

Slide 57

Bibliography