Power Point, signs, flip chart and table tents
DATE and TIME:
By the End of this session, learners will…
Know: Identify customers and the benefits internal customer service has on the patron.
Skill: Preventing a negative situation from affecting your attitude
Attitude:. Positive staff morale and happy patrons
TIMING / SAY/DO / USE
-10 / Be at door welcoming – have opening slide on screen. Baskets of stuff to occupy time on tables. / Welcome sign
toys
00 / § Introduce yourself
Ask each person to introduce themselves, where they are from and their duties.
:10 / It looks like we all work in various libraries and have various places. To help each of you address your individual issues everyone will create an action plan. Hand out paper and explain. Ask if there are any questions. Give them 2 minutes to write a couple things down. / Action Plan
:15 / We are here today to talk about customer service. To help us get started I need know who your customers are. Tell me who are your customers. Write down what they say on a flip chart / Flip chart
:20 / External Slide; In 1693 William Penn said “The public must and will be served,” and we who work in libraries do just that. Point to slide If your definition of a customer stops here, you are only seeing half the picture. / External slide
:25 / Read it / Internal slide
External customer service is easy but what about internal customer service? The primary path to quality external customer service is internal customer service.
Can you name more customers to add to the list? Add to list / Define slide
Flip chart
:30 / Comment on the variety and note how some of us came up with same customers. Mark Internal customers on the list. What pattern do you see here? Go to next slide with more customers Note the list of internal Customers is longer than external customers. / List slide
2nd list slide
:35 / Think about your job. What offices or functions do you depend on to best server your customers? Wait on response.
What functions or jobs depend on you? Wait on response. / Go to Real Job Slide
High-quality internal customer service is the foundation for high-quality external customer service. We all depend on someone else to empower us to do our job:
County commissioners to pass a budget;
Finance Department to process orders for items we need;
MIS department to keep our computers going.
I will give you a minute to add things to your action plan. / Cycle of dependence
Action plan
:43 / Read slide
Do to time limitations we are going to focus on the first two. The others are just as important but are self explanatory. / Benefits slide
:45 / Focus Slide Internal customers or staff are important links in the service chain and are essential for success in the library community.
Employee’s behavior and attitude are key to customer service. / Focus Slide
:50 / Be the Boy Scouts of the library world.
Be the first to smile and greet co-workers every day. Make eye contact with each one. Engage in small talk.
Frequently say “please” and “thank you.”
Show respect for the ideas and opinions of your co-workers.
Help co-workers as required to accomplish team goals.
Don’t hold back key information about library activities and events. Make sure that everyone is in the loop. / Behavior Slide
:55 / Be positive in your dealings with co-workers, communicate effectively, and listen actively. These three behaviors deserve a closer look because of their strong influence on attitude.
Someone give an example of the last time you received excellent internal customer service from a co-worker?
Wait on response
What made it excellent? Wait on response (Today is an example: I needed to host a workshop and just said we can do it. Susan, Heather, Melanie and Marcia all step forward to help me fulfill my promise.
Giving a list of items on reserve to tech services would tell them what needs to be process first. This helps circ staff get the books into the borrower’s hands faster.) / Extra Special Slide
1:00 / Your personal attitude has a direct impact on the customer service you provide. As you think about your attitude, keep these points in mind.
Point to slide – give them a few seconds to read it / Attitude Slide
1:05 / Hand out worksheet and be talking at the same time. Your attitude is your responsibility – you are the only one who can do anything about it. Attitude can effect your physical and behavioral reactions. The next activity will help you understand how your attitude and feelings can affect you physically. Give instructions (look at one thing at a time.
Think of each step individually; Example:
1. When I feel backed into a corner I get anxious. All I know right now is I am feeling anxious.
2. When I feel anxious I react by talking too much.
3. Now you know that when I are backed into a corner I talk too much.
They are two separate answers. More than one feeling my result in me being anxious but anxious always results in me talking too much.
You may be surprised at how your feelings and attitude effect your physical responses and in turn effect your resulting behaviors
Now you take 3 minutes to do a few. / Feelings and reactions worksheet
1:15 / What did you learn about your feelings, physical responses and resultant behaviors? Wait
Raise your hands if you choose angry as one of yours. Out of time? Overwhelmed? Choose one that had multi-hands
Ask those who choose X to each answer
How did that make you feel physically? Wait
How do you react? Wait
You can also see others react differently.
1:20 / Anything can happen in a day to cause you not to have a positive attitude. It is important to know how to maintain a positive attitude despite any negative occurrences during the day. You need to know:
What affects your attitude and what you can do about it.
What is the best way to control your attitude?
How can you improve a negative day-to-day situation or stop it from affecting your attitude for the rest of the day?
Enthusiasm is contagious, so is a negative attitude.
Your attitude is your responsibility. / Positive attitude
1:25 / Be passing out the worksheet. I would like everyone to take a couple minutes to fill out the worksheet Maintaining a Positive Attitude. This will help you to identify the factors that change your attitude and the steps you can take to help ensure your attitude remains positive.
Go over instructions and ask if there are any questions. You have 3 minutes / Maintaining Positive Attitude worksheet
1:35 / Think about what you wrote down. What is the best way for you to control your attitude? Would someone share one thing?
1:40 / NO is a very negative word. To some it is even hurtful. There may be times when you cannot do exactly what your internal customer asks. Do not just say “No” when your internal customer asks you to do something. First, cite your reasons for turning them down (lack of time, heavy work load, two-week vacation, your baby is due then, etc.). Then find a compromise. Offer to do part of it or suggest someone else to help. Remember it may have taken a lot for that person to ask for help. They may have felt overwhelmed or desperate. You may not be able to do what they asked but you still can help. Update your action plan. / NO slide
1:45 / Begin with your own perspective -- View co-workers, other departments, and vendors as your customers.
Enjoy helping your customers do their jobs.
Exceed your colleagues’ expectations – always do more than is expected; be that person who can be counted on
Say thank you and mean it each time your internal customers do something that benefits you, even if it part of their regular job. What have you learned about yourself today? What is one thing on your action plan you will do first? / Tips Slide
1:50 / Today we did a lot – read slide- are there any comments or questions? / Objectives
1:55 / Read Slide - And on that note, thank you for attending this presentation. Remember to add to your action plan. / Thank you slide
Created on: March 2010 1
Name Jackie Frye