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                                                                   Greet the Customer

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                                                                   Greet the Customer

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Saying hello and making the customer feel safe and welcome is the first step of customer service. Here are some examples of how to do so based on your specific customer service experience.

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Make absolute sure the customer is satisfied and has found what they are looking for. Then, remind the customer that if they need anything else, they can continue to contact you via email or phone!

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Announce yourself. Let the patron know who you are and that you are of course happy to help them. Don't rush and do your best to make an effort to sound cheerful and/or awake so the patron does not feel discouraged.

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When giving email or online customer service, it is important to respond with short, easy questions and answers. And remember, replying quickly is of the highest priority!

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                                    Resolution

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                                    Resolution

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In this step, you will be answering the patron's question. If you are doing this verbally or via email, according to our learning material this week, there are words and phrases that are encouraged and discouraged.
Encouraged words include "Yes, I can, Certainly, and Let me explain.." Discouraged words include "I'm too busy, that is the policy, you have to.."
Make sure to thoroughly inform the patron on their answer and make sure your information is completely correct. Do your best to do this as shortly as possible, as to not make a simple answer into a difficult one.

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                                    In Person 

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                                    In Person 

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Be approachable. Smile! According to our learning material this week, a simple smile can go a long way. It expresses a friendly attitude and makes patrons less afraid to approach you for their help.

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It is extremely important to completely understand what your customer wants or needs, even if they do not. It is difficult to ask a question in a library when you do not know how to ask it. It is even more difficult to attempt to help a patron who does not know what they want. According to our learning material, the goal for this step is to make the patron feel liked, valued, connected, and understood. Once you fully understand the patrons question, you may move on to the next step.