{"id":16010,"date":"2017-06-25T13:14:53","date_gmt":"2017-06-25T17:14:53","guid":{"rendered":"https:\/\/www.alsc.ala.org\/blog\/?p=16010"},"modified":"2017-06-26T02:28:40","modified_gmt":"2017-06-26T06:28:40","slug":"alaac2017-better-service-amazon-nordstrom","status":"publish","type":"post","link":"https:\/\/www.alsc.ala.org\/blog\/2017\/06\/alaac2017-better-service-amazon-nordstrom\/","title":{"rendered":"#alaac17 Better Service than Amazon &amp; Nordstrom"},"content":{"rendered":"<p>It is early morning on Sunday and I am seated in a room full of people. People are standing by the entrance door, at the back of the room, and the side walls. I can easily assume \u00a0we are all here for one purpose. We want to learn how to provide excelent customer service.<!--more--><\/p>\n<p>Customer Service is not a new topic, but has become increasingly important for people working in the public service field.<\/p>\n<p>The speaker refers to the well known costumer service guidelines: smile, be approachable, follow up, etc. What is new in the message, is the &#8220;intentional change&#8221; approach. This means that organizations want to provide enough training so their staff understand that good service is not a choice, but a &#8220;must have&#8221; when providing service to the public.<\/p>\n<p>This change is &#8220;intentional&#8221; because we are completely awared of the service we want to provide and are trained to provide this service successfully.<\/p>\n<p>Libraries are advised to:<\/p>\n<ul>\n<li>Create a clear vision<\/li>\n<li>Hire great people<\/li>\n<li>Train and support<\/li>\n<li>Listen \u00a0to patrons<\/li>\n<\/ul>\n<p>A &#8220;patron first&#8221; mentality might be a challenging thought when libraries host a wide array of patrons (mentally ill, homeless, school age, retired, families, young children, etc.) However, libraries are invited to do thinks from the point of vie of the patron.<\/p>\n<p>In terms of hiring great people, the speaker acknowledges that staff with people&#8217;s skills might be hard to find sometimes. Thus, interviews should include questions that reveal the candidate&#8217;s thoughts on service expectation, verbal and non verbal deescalation techniques, and ask the candidate his\/her experience working with staff he\/she does not like.<\/p>\n<p>Last, having \u00a0&#8220;people&#8217;s skills&#8221; helps. Nonetheless, \u00a0training and staff support are imperative to empower staff to perform high quality customer service.<\/p>\n<p>Kathia Ibacache is a Youth Services Librarian at Simi Valley Public Library.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>It is early morning on Sunday and I am seated in a room full of people. People are standing by the entrance door, at the back of the room, and the side walls. I can easily assume \u00a0we are all here for one purpose. We want to learn how to provide excelent customer service.<\/p>\n","protected":false},"author":290,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_monsterinsights_skip_tracking":false,"_uf_show_specific_survey":0,"_uf_disable_surveys":false,"footnotes":"","_members_access_role":[],"_members_access_error":""},"categories":[913,151],"tags":[],"class_list":["post-16010","post","type-post","status-publish","format-standard","hentry","category-ala-annual-2017","category-live-blogging"],"_links":{"self":[{"href":"https:\/\/www.alsc.ala.org\/blog\/wp-json\/wp\/v2\/posts\/16010","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.alsc.ala.org\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.alsc.ala.org\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.alsc.ala.org\/blog\/wp-json\/wp\/v2\/users\/290"}],"replies":[{"embeddable":true,"href":"https:\/\/www.alsc.ala.org\/blog\/wp-json\/wp\/v2\/comments?post=16010"}],"version-history":[{"count":0,"href":"https:\/\/www.alsc.ala.org\/blog\/wp-json\/wp\/v2\/posts\/16010\/revisions"}],"wp:attachment":[{"href":"https:\/\/www.alsc.ala.org\/blog\/wp-json\/wp\/v2\/media?parent=16010"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.alsc.ala.org\/blog\/wp-json\/wp\/v2\/categories?post=16010"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.alsc.ala.org\/blog\/wp-json\/wp\/v2\/tags?post=16010"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}