Week Three: Online Meetings

Welcome back for Week 3, actually it is the beginning of Week 5, but never mind...anyway this is what I learned.

The Webinar I participated in was hosted by the SirsiDynix Institute. I wanted to choose something that I can use TODAY. I chose to logon to " Customer Service and Client Relationship Skills" presented by Ulla de Stricker. Originally presented to more than 300 Library staff members on June 28, 2006. The weblink for this webinar is http://www.sirsidynixinstitute.com/seminar_page.php?sid=65.

Ms. de Stricker talke about the good and bad of customer service. One area she talked a great deal about was the automated voice prompt systems so many businesses have adopted. She called the experience "voice mail jail" and recommended that a staff member call the voice mail system periodically to determine if the system is "actually" helpful to the end customer.

She also pointed out the affect back office tasks like catalog management directly affect the customer, even though there may be no face to face interaction between the staff and the customer. Nevertheless, the front line person must put on the game face to continue working with the live patron via phone, online, or in person when problems arise that may be have originated with an out of date catalog record.

I like the thought that ..."Just the fact that we are smiling sometimes is the way we can best communicate with our customers." The key to continuous assistance is keeping our patrons informed about what we are doing and when we will complete a task. And, of course, finalize the transaction with "do you find what you were looking for?" or "is there anything else we can do for you today?" Or in some cases, a phone call a few days later to check in.

I recently had the best example of this in my life with a recent visit to my local vet. My cat, KatyKat, a 15+ wonderful old girl, hasn't been to the vet in years due to her spooky nature. Recently, I made an appointment, took her to the vet for a routine procedure and check up. The staff was non-judgemental about my lack of vet visits and they treated her as she was one of their own. After a day at the vet, I picked her up. She was groggy from anesthesia, but fine. I was given an emergency phone number if I had any problems or questions. Three days later, I received a call to check on her health and the staff inquired about any problems or questions that had developed. Wow! I have often previously complained that whenever I called the vet, the staff always put me on hold. Now I know that they are likely calling other customers about the care of their animals. I want my Library to run like this office.

After this webinar, I plan to check out the 66 Things to Know about the Customer by Harvey McKay http://www.harveymackay.com/pdfs/mackay66.pdf.

Finally, it is good to know that we can be warm and friendly and still be professional!

Ms. de Stricker's mantras for service team members will be a document I will post on the back of the door that leads to the front desk area. One of which is "express your pleasure to serve" to the patron.

A last thought, as managers, we need to remind EVERYONE in the organization that they are involved in providing great quality service no matter whether they clean the bathroom or check out the books.

As for the webinar and other online meeting possibilities, I believe that any organization of size will have to embrace this technology. From teaching an employee how to use the new software system to live conferencing with the boss working in Tokyo, there is much value in this type of learning. I am thankful that we are able to use this manner for professional development activities as travel budgets are practically non-existent these days.

I am looking forward to the online meetings as a new member of the Kansas Reads to Preschoolers committee.

TTFN...patty:)