CONCLUSION & SURVEY

By taking this short tutorial, hopefully you have gained some insight into the importance of giving quality customer service at University Libraries – what it is, how it looks, and, how you can make a difference.

Good luck and remember; It is your job to manage the customer’s experience. Do what you can to make it a good one!

Review Section/page

1. Introduction | Printer-friendly version of section

   1. Why Does Customer Service Matter?

      1. To University Libraries

      2. To your department

      3. To your customer

      4. To you

   2. Who are your customers? (quiz)

2. What is Quality Service? | Printer-friendly version of section

   1. Meeting and exceeding customer expectations (quiz & report card)

   2. Examples of customer's expectations of you

   3. How do you know what the customer's expectations of you are?

   4. Ask questions

   5. How can you make a difference?

3. Providing quality customer service | Printer-friendly version of section

   1. What Does Quality Customer Service consist of?

   2. How do you give quality customer service?

      1. 10 Golden Rules

         1. #1 - Be customer friendly

         2. #2 - Greet and acknowledge customers immediately

         3. #3 - Give people the benefit of the doubt

         4. #4 - Concentrate on problem-solving not fault finding

         5. #5 - Be willing to go the extra step

         6. #6 - Always follow through

         7. #7 - Thank people

         8. #8 - Handle difficult situations sensitively

         9. #9 - Don’t forget your internal customer

         10. #10 - Own (or partner) the experience

         11. Summary of rules

4. Conclusion