{"id":22887,"date":"2020-02-27T22:08:23","date_gmt":"2020-02-28T03:08:23","guid":{"rendered":"https:\/\/www.alsc.ala.org\/blog\/?p=22887"},"modified":"2020-02-29T20:45:35","modified_gmt":"2020-03-01T01:45:35","slug":"the-bookstore-model-of-customer-service-at-pla2020","status":"publish","type":"post","link":"https:\/\/www.alsc.ala.org\/blog\/2020\/02\/the-bookstore-model-of-customer-service-at-pla2020\/","title":{"rendered":"The Bookstore Model of Customer Service at #PLA2020"},"content":{"rendered":"<p>Coming from a bookstore background, I was excited by this session as I feel that there are aspects of retail that librarians can adapt in order to make their organization successful. \u00a0All four presenters are currently in the library world, but were in the bookstore world at one time (or are still). \u00a0Here are a couple of tidbits that I pulled out of this session:<\/p>\n<ul>\n<li>The Internet has changed customer service from transactional to relational. \u00a0The only places that can get away with transactional service are ones where you can\u2019t go anywhere else (ex. the DMV).<\/li>\n<li>People judge customer service by the same standard, whether it is at the store, the library, or the doctor\u2019s office.<\/li>\n<li>Libraries can define service expectations for their employees based on their mission and values.<\/li>\n<li>Companies who are known for good service (ex. Apple, Disney, Trader Joe\u2019s) use customer service templates. \u00a0A template isn\u2019t a script, but rather gives elements to include in a transaction. \u00a0A library template for good customer service could include starting with a greeting and ending with a thank you. \u00a0It can also ask the employee to connect the customer with something more (aka upselling). \u00a0This could include items such as programs, database suggestions, or e-materials.<\/li>\n<li>Templates work best when employees are given programs of things to highlight. \u00a0Could your staff hold a morning meeting or huddle before you open to highlight the day\u2019s activities and upcoming programs?<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p>Lisa Mulvenna is the Head of Youth\/YA Services at the Clinton-Macomb Public Library.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Coming from a bookstore background, I was excited by this session as I feel that there are aspects of retail that librarians can adapt in order to make their organization successful. \u00a0All four presenters are currently in the library world, but were in the bookstore world at one time (or are still). \u00a0Here are a couple of tidbits that I pulled out of this session: The Internet has changed customer service from transactional to relational. \u00a0The only places that can get away with transactional service are ones where you can\u2019t go anywhere else (ex. the DMV). People judge customer service by the same standard, whether it is at the store, the library, or the doctor\u2019s office. Libraries can define service expectations for their employees based on their mission and values. Companies who are known for good service (ex. Apple, Disney, Trader Joe\u2019s) use customer service templates. \u00a0A template isn\u2019t a&#8230;<\/p>\n","protected":false},"author":201,"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":[134,151,1930],"tags":[],"class_list":["post-22887","post","type-post","status-publish","format-standard","hentry","category-guest-blogger","category-live-blogging","category-pla-2020"],"_links":{"self":[{"href":"https:\/\/www.alsc.ala.org\/blog\/wp-json\/wp\/v2\/posts\/22887","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\/201"}],"replies":[{"embeddable":true,"href":"https:\/\/www.alsc.ala.org\/blog\/wp-json\/wp\/v2\/comments?post=22887"}],"version-history":[{"count":0,"href":"https:\/\/www.alsc.ala.org\/blog\/wp-json\/wp\/v2\/posts\/22887\/revisions"}],"wp:attachment":[{"href":"https:\/\/www.alsc.ala.org\/blog\/wp-json\/wp\/v2\/media?parent=22887"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.alsc.ala.org\/blog\/wp-json\/wp\/v2\/categories?post=22887"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.alsc.ala.org\/blog\/wp-json\/wp\/v2\/tags?post=22887"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}