When a patron asks you for directions to a location in the building, are you able to answer clearly? Part of giving excellent customer service is the ability to give good directions to help patrons find the locations that they need. Do you just mumble and say "Take the library elevator to get to Level F". Or do you say "Take the library elevator to Level F and to get there you will go through the center doors and take a left to find the library elevator". You can also show directions on a map to help the patron or walk with them if you are able to. The location they are looking for might be another library and they need to know where Magrath Library is for example. Giving good directions is another point that the secret shoppers are looking for. If you are not taking the time to give good, clear directions, it is time to start.
Mary Blissenbach: February 2011 Archives
It is time for another Customer Service tip! When you are at the desk or in the stacks shelving you should be alert for patrons needing help. They may have a confused look or a piece of paper with call numbers on it. Being bold and approaching that patron to see if they have found everything they need can help make sure they get all the items they need. When working the desk, it can get busy and by saying, "Can I help who's next" can let the next person in line know that you are ready to help them. We want to make sure that everyone who visits the library has a positive experience and when we approach users it can make a difference.
Saying "Hi" and "Have a nice day" can make a difference between a good customer service interaction and a bad one. Greetings are another point that the secret shoppers look for when they stop by to check our customer service skills. Please leave a comment with suggestions and ideas for greetings. How can we welcome our patrons into the library?
Have you ever been in a store looking for something and you can't find it? Then a worker stops to ask you if you are finding everything OK or if you need anything else? Isn't it great that you can then ask where that item is. Many times when patrons come to the desk, they may have been looking for one item and they were not able to find it. Some patrons will ask directly for it and others will not, they don't want to bother us. If we simply ask patrons "Did you find everything you need today?" when they stop at the desk to check out their items it can make the difference between a good experience and a bad one. Taking the extra time to ask can make a huge difference. So the next time you work the desk, start asking, "Did you find everything you need today?"