My personally selected top 10 from the links I shared on Twitter from 4/23/2010 thru 4/29/2010 1.Facebook’s Eroding Privacy Policy: A Timeline – a must read. You know privacy settings on Facebook have been changing but just seeing the time line will put it in perspective. 2. CIOs say IT should not block socianetworking sites via @sabram 3.Texting and cellphones being used successfully in fight against malaria via @dmlcentral – love stories about tech being used to save lives Using a mix of text messages, Google Maps and cloud software, organizers of a pilot program backed by IBM, Novartis and Vodafone believe they saved hundreds of lives in a few short months on the malaria-wracked African continent. Simply by tracking inventory in remote areas with greater efficiency, the anti-malaria groups were able to increase the chances that any given clinic would have life-saving medicine on hand by 300 percent. 4. Change is Hard Because Self-Control Wears You Out - Sources of Insight via @buffyjhamilton – a good look at why change is so hard 5. great read! 25 Lessons Learned from Seth Godin via @buffyjhamilton @presentationzen – also includes top 10 quotes and a list of quotes by subject. Handy
Posts Tagged ‘ Customer Service ’
Managers – The Message You’re Sending About Time is Affecting Customer Service
The choice you need to make is will it affect it in a good way or a bad way? We are all busy. My to-do list is so long at this point I keep a master running list and a small list just for today, because looking at the long list inspires panic. As individuals, managers and organizations it can be easy to keep adding responsibilities, expectations and tasks to our list and to the lists of others. Especially at a time like this, when you may be short staffed, or just busier than normal (library usage goes up during a recession) or both. Unfortunately this attitude towards time can really hurt you in customer service. How staff feel about their time and the expectation from management affects how they interact with patrons. It’s the difference between handing someone a call number and vaguely gesturing towards the stacks and leaving the desk and walking the patron to the book. It’s the difference between hand the book over and walking away or asking if you can help them find anything else. It shows up in the type of greeting patrons receive in that minutes of extra chit-chat so many love, in
Emotional Customer Service for Library Professionals – Andrew Sanderbeck
Notes from sessions at the 2009 COMO conference in Columbus GA Emotional Customer Service Change exercise – identity crisis, exchange name tags & three facts keep passing along like telephone How can we use in workplace? Where is quality control in info exchange? Importance of communication Patrons come to lib for more than just books, dvds and info and internet access they call come to feel good What retail stores will you not go back to? Think about emotional need of patrons, not just physical need Thoughts lead to feelings that lead to behavior that lead to events that lead to belief systems Belief systems can be created upon a lie or by what someone told you How do we overcome that belief system? Consistent good customer service experience Is every customer a good customer for our library? Is the customer always right? Seek first to understand then to be understood – St. Francis Most times we don’t’ seek to understand we seek to respond Judging stops the listening process Our goal is to understand even if you don’t agree with them. Its not fair – fair is a perception Empathy – are we empathizing with our patrons Sympathy vs
How social media can hurt your library
We’ve all seen warnings and stories about people getting fired from their jobs because of status updates or photos on social medial sites like Twitter, Facebook and blogs. CNN is has a new one with some social networking don’ts 1. Don’t announce interviews, raises or new jobs 2. Don’t badmouth your current or previous employer 3. Don’t mention your job search if you’re still employed First I think number 2 should include – “or coworkers”, really nothing good can come of that either. But the point I want to add for librarians (library workers) everywhere is 4. Don’t badmouth your customers. We all get frustrated, we all have bad days, I understand that, but venting on social media sites isn’t the solution and it could cause real problems for your library. Your customers may read what you wrote, they are more tech savvy than you give them credit for. In addition to some old fashioned hurt feelings this can lead to some real problems for your library. They could complain to someone at the library, which means staff will need to spend time dealing with this issue. They could email it all their friends or maybe the newspaper, this is
There is something to be said for brand loyalty
I don’t normally blog about customer service issues (although I have been known to tweet complaints) but I feel like I should blog this, in part because I am not so angry I can’t see straight, which is usually a hint for me that blogging is not a wise decision and because its about brand loyalty which in light of returning my iPhone I am thinking about. I’ll provide some background, but if you’d like to get to the point it’s don’t buy a camera from Casio and think hard about Customer Service. My first digital camera was a Sony, but my second was a Canon Powershot and two subsequent cameras have been Powershots. I love taking photos and I know I am working my way towards an SLR. Last October I traded in my Canon PowerShot SD870 IS (great point & shot by the way) for the Canon SX10 IS, love it! But found I missed having a small point & shoot in my purse handy in case I wanted to take a photo of something. Having sold the SD870 (I so regret this) I looked at my options, I didn’t want to spend a lot as I already
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