Monday, September 24, 2012

5 Tips for Providing Great Customer Service To Your Coworkers
Jennifer Steward, Circulation Analyst for Multnomah County Libraries, is with us again to give us her expertise in customer service.  You may have seen her excellent presentation with Patti Vincent at our recent Gateways Conference.  We hope to make this a regular feature.  Welcome, Jennifer!
Five ways to give awesome internal customer service in your library by using your excellent public service skills:
  • Set a pleasant and professional tone.
It is surprising how much one person's calm and helpful tone elevates the whole conversation. If you smile, you will probably get a smile back.
  • Be as courteous. 
As with family, it can be easy to fall into comfortable shortcuts and forget please, thank you, etc. with coworkers. Why would you be less courteous to the people on your team than you would to a stranger?
  • Use your good communication skills -- listen(!), ask questions and summarize to reach understanding.
Before you dismiss a coworker's suggestion, use your interview skills to figure out what is important to this person and how you might be able to meet her need or at least find an acceptable compromise.
  • Keep an eye out for people who need help.
This works in both in public and staff areas. If a coworker is having a difficult interaction, stand by and let him know you are paying attention. If someone is struggling with a task, offer to help out. Always ask if you can help first -- or just ask if everything is OK -- in case he has it under control.
  • Be a reliable source of information.
Library staff pride themselves on giving only quality information from a credible source to patrons. Why would you or your coworkers deserve less? Before you pass on the latest gossip, make sure your information is true -- and kind.

Monday, September 17, 2012

Look at your library. Now look at mine.

A brilliant video from the Harold B. Lee Library at Brigham Young: You can easily get sucked down the YouTube path to more library videos - what are your favorites?