What is good customer service?
The key components to providing quality customer service are always being helpful, courteous, and knowledgeable.
Who are our users?
The library users consists of WSU Faculty, staff, and students. Additionally community users, guest students and faculty users from other universities.
Understanding customer behavior
It is your responsiblity to acknowledge that the customer is upset and do everything you can to help. The frustration a customer experiences dealing with a problem may be compounded when he or she tries to obtain support but does not get it.
Remember that there is always something that you can do. Communicate each and every customer complaint to management. Give your customers the benefit of the doubt; they may just be having a bad day. Be honest and don't blame customers when you're the one having a bad day. Strive to be positive and professional at all times.
Winning the customer over
Step 1. Get focused:
Take a deep breath. Put a smile on your face. Sit or stand up straight. Get your notepad ready.
Step 2. Let the customer vent:
An upset or angry customer has a story to tell. You must let the customer tell that story from the beginning to end (Don't interrupt, rather take notes for later). Until each point is made, the customer cannot calm down. Listen actively and look for cues that the customer is ready for you to begin taking control.
Step 3. Listen actively:
Resist the temptation to ask questions. Nod your head or use a verbal nod of the head (ex. "Uh-huh", "Go on", "I see", etc..).
Listen carefully for the central theme of the person's problem or complaint. Take notes and be prepared to restate what you've heard.
Step 4. Acknowledge the customer's emotional state:
A customer needs to feel that you care and that you fully understand the situation. Acknowledge the customer's emotion-even if you don't understand why the customer has that emotion.
Respectfully use the customer's name and communicate your desire to do all you can. Sincerely apologize if your company has caused any inconvenience.
Step 5. Restate the situation and gain agreement:
You must gain agreement that you fully understand the situation and the customer's expectation about when a solution will be delivered.
Restate the problem:
Step 6. Begin active problem solving:
If steps 1 through 5 were followed, the customer should have calmed down.
Begin diagnosing the problem and developing an action plan. Stay focused! If necessary, repeat some or all of these steps for handling a difficult situation.
Keeping yourself in control
Be prepared for difficult situations!
Learn to RESPOND not REACT. Reacting is easy. Without thinking you say or do the first thing that comes to mind. Responding involves making a conscious choice to control your behavior.
Stay calm. Don't carry this customer over to your next customer.
Calming techniques for you
Take a deep breath to lessen tension - resume a normal breathing rate.
Sip water to lubricate your throat and help restore your voice to its normal pitch.
Use positive imagery to influence your thinking in a positive way. Envision yourself standing next to the customer, looking at the problem.
Use positive self-talk to eliminate negative thoughts and attitudes by using positive words.