What do you imagine when you think about customer service? We experience customer service all the time: at stores, restaurants, over the phone, and in libraries. Is there somewhere you return again and again because the service is great? Or somewhere you'll never go back to because you had a bad experience?
Take a minute to think about:
When you're working in a customer service position, you are representing Warner Library and Eastern University on the whole.
Think about visiting your favorite restaurant. While you probably enjoy the food, what keeps you returning is more likely to be the atmosphere and customer service. What do the restaurant employees do to make you feel comfortable and taken care of?
Most of these same elements carry over between restaurants and other customer service environments. It's all about making people feel welcome and comfortable.
Customer/employee interactions usually have four pieces:
|1. Listen||What can I help you with? How can I help you?|
|2. Reflect||Here's what I heard you say. Is that correct?|
|3. Acknowledge||I can help you with that.|
|4. Act||Here's how I'll help.|