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ALIA benchmarking calculator. Living Learning Libraries Standards. The Living Learning Libraries standards worksheets help you identify and report on how your library fits within the Living Learning Libraries' standards. Part A. Standards - quality levels and goals The Standards are performance measures to assist in the development of library services, through comparison with evidence based benchmarks. For the purpose of this document Standards are identified as quality levels and goals for attainment. These Standards worksheets provide the library manager with a space to: identify how their library fits within each standard identify future targets provide commentary on issues, progress and achievements in relation to each standard Part A presents standards with objectives. The Standards Worksheets have been developed using the standards published in Living Learning Libraries .

Living Learning Libraries - Using the Standards Worksheets Related content. How to benchmark your business. Measuring your performance Benchmarking involves measuring the performance of your business against a competitor in the same market. Comparing your business to others is a valuable way of improving your understanding of your business performance and potential. Benchmarking your business will give you insight into how well each aspect of your business is performing, allowing you to discover which areas you need improvements, and help you develop a plan towards achieving those improvements. Benchmarking at its best is used as a tool to help your business evaluate opportunities for improvement. There are many benefits of benchmarking, the top reasons include: identify and prioritise specific areas of opportunity understand your customers needs better identifying your strengths and weaknesses set goals and performance expectations monitor your performance and effectively manage change understand your competitors to become more competitive.

Six steps to successful benchmarking 1. 2. 3. 4. 5. 6. Clarence customer service charter. UOW performance framework. Measure customer service. It's important to measure customer service to determine whether your customer service practices are having a positive effect on your customers' perception and experience of your business. There are a number of ways to collect information on your customers experience to help you measure and evaluate your customer service. These include: asking customers at the point of purchase if they enjoyed their experienceusing customer surveys and online questionnaireshiring secret/mystery shoppers to report back on their experiencereading online review websitesobserving interactions between employees and customers.

Read our Seek customer feedback page for more ways to gather valuable information on your customers experience and gather ideas for improvements. Tips for measuring customer service Set goals and targets for service Setting targets and goals for customer service can help you in your mission of delivering consistent, high quality service to customers. Keep records of customer interactions. Service Culture Videos | UP! Your Service. 12 Building Blocks of Service | UP! Your Service.

Service Culture Videos | UP! Your Service. Library user satisfaction survey. A survey template with model survey questions that are recommended for use by NSW Public Libraries to ask users about their experience of library services. Library user satisfaction survey: A model for NSW public libraries In 2011 the State Library of NSW commissioned Taverner Research to develop a survey template with model survey questions that are recommended for use by NSW Public libraries to survey users about their experience of library services.

This tool for measuring library user satisfaction has been developed in close consultation with library managers and staff across the NSW public library network. This tool for measuring library user satisfaction has been developed in close consultation with library managers and staff across the NSW public library network. Library User Core Guidelines for implementing your satisfaction survey Library User Core Satisfaction - Survey template Related content. City of Joondalup > Explore > Libraries > About Us > Library Survey. Your feedback is important. As the City strives to deliver better customer service, you are encouraged to provide feedback. Whether you have a request for action, a compliment or a complaint, the City would like to hear from you. 2014 Library Customer Survey Every two years, Joondalup Libraries conduct a survey to enable users to provide feedback on library services, programs and initiatives.

The results of the survey assist with future planning and service delivery enhancements. Customer Service Charter The City has a Customer Service Charter and Joondalup Libraries are guided by the charter and City protocols when dealing with compliments, complaints and comments. Customer Satisfaction Survey This survey is an annual survey completed by an independent marketing company and includes a random sample of residents within the City.

City of Charles Sturt - Library Feedback Form. IFLA -- Key Performance Indicator Handbook for Libraries Serving Print Disabled People. Compiled by Jon Hardisty, Royal National Institute of Blind People, National Library Service, EnglandSebastian Mundt, Hochschule der Medien Stuttgart, Germany With thanks to colleagues from the IFLA Statistics and Evaluation Section and IFLA LPD Section Committee and member organisations who gave the invaluable thoughts and feedback which have enabled the development of these indicators. Why a specific set of indicators for Libraries for Print Disabled Persons? Libraries serving print disabled persons have long recognised the importance of measuring performance. The IFLA professional report “Libraries for the blind in the information age: guidelines for development” (IFLA, 2005.

IFLA professional report no. 86) recommends performance measurement as a tool for demonstrating value, decision making and planning. The difficulties are in part due to the different functionality and customer requirements of libraries serving print disabled people compared with other kinds of libraries. Download. Key Performance Indicators For Libraries. Building High Performance Teams. How To Create An Empowered Team. What is Organizational Communication? (full version) Building a team - Team Communication. Knowing your products and services. Product knowledge is an essential sales skill. Understanding your products' features allows you to present their benefits accurately and persuasively. Customers respond to enthusiastic sales staff who are passionate about their products and eager to share the benefits with them. Get to know your products or services Customers are more likely to trust sales people who show confidence in themselves and what they are selling.

You can build this confidence by increasing your knowledge of your products or services. Use conventional and creative sources of information to learn about your products or services, including: your own experiences using the products product literature such as brochures and catalogues online forums feedback from customers trade and industry publications internal sales records your team members visits to manufacturers sales training programs competitor information. Be honest about shortcomings Turn product features into benefits. Today's Library Media Specialist. Tour The Library. Mission Statement of the Z Smith Reynolds Library SD. MissionStatements2010 07 28 1. Why Market Research is Important. Qualitative vs. Quantitative. Quantitative Methods For Library And Information Science. Statistical Language - Quantitative and Qualitative Data. What are quantitative and qualitative data?

Quantitative data are measures of values or counts and are expressed as numbers. Quantitative data are data about numeric variables (e.g. how many; how much; or how often). Qualitative data are measures of 'types' and may be represented by a name, symbol, or a number code. Qualitative data are data about categorical variables (e.g. what type). Data collected about a numeric variable will always be quantitative and data collected about a categorical variable will always be qualitative. Therefore, you can identify the type of data, prior to collection, based on whether the variable is numeric or categorical. Why are quantitative and qualitative data important? Quantitative and qualitative data provide different outcomes, and are often used together to get a full picture of a population. Quantitative and qualitative data can be gathered from the same data unit depending on whether the variable of interest is numerical or categorical.

Frequency counts: Welcome to TAFE Western Online: Log in to the site. NSW Ombudsman - Effective complaint handling guidelines - 2nd edition. Sample customer service brochure. Customer service guide Dept Fair Trade. Customer_service_guide. There’s a lot more to customer service than simply having a sign on your wall that says: ‘The customer is always right’. For any business to be truly customer-focused, everyone from front-line staff to the chief executive should strive to meet and exceed service standards. You may offer a quality, well-priced product, but if a customer receives inferior service before, during or after the sale, future sales may be lost. Providing superior customer service in today's competitive marketplace is crucial.

Quite simply, customers are your business and lost sales through poor service means you will lose money. Top of page Providing quality customer service means ensuring your customers are satisfied by consistently providing value in a way that is perceived as valuable by the customer. To provide quality customer service you need to have a long-term focus. Research and case studies have repeatedly shown many benefits can be achieved by quality customer service.

The ultimate customer service story is inspiring. Include customer need in planning. Term 2 Week 5 Forensic Librarianship 0. U1 MCQS 1.1 Including Customer Needs in Planning : Kubbu. ALIA methodology report. The Wizard of Oz - a Tale of Library Circulation. Building rapport with your customers. We know that understanding customers is the key to giving them good service. So, how do we go about understanding them? All customer-facing functions need to get to know customers on a one-to-one basis as each person deals with them face-to-face; in that way individuals can anticipate each customer's requirements and exceed expectations. Building rapport with customers Any representative of your business will need to maintain a professional attitude to their job - especially if it is customer-facing. It's up to each and everyone to make customers feel welcome. The skills involved in building ordinary relationships and establishing contact and rapport with customers are basically the same.

Customer-facing people need to be comfortable using these skills in order to do their job well. The art of customer service is making people feel special Making people feel special is one of the essential elements in forming good customer relationships. Here are ten things customers need: More on this topic: Building Rapport - Career Development From © GettyImagesWebSubstance Reach out and build a rapport with those around you. Have you ever known people who have a knack for connecting with others? No matter who they meet, they manage to create a sense of trust and understanding within minutes. It doesn't matter what industry you're in or what position you hold – knowing how to build rapport can bring you countless opportunities. After all, when you have a rapport with someone, he or she will usually want to help you to succeed. Some people might argue that this is all a natural gift – either you can build rapport with people or you can't.

So what is rapport, and how can you become skilled at developing it? What Is Rapport? Rapport forms the basis of meaningful, close and harmonious relationships between people. According to researchers Linda Tickle-Degnen and Robert Rosenthal, when you have a rapport with someone, you share: Mutual attentiveness: you're both focused on, and interested in, what the other person is saying or doing. Tip: Top 6 Ways to Get An Angry Customer to Back Down. The Wizard of Oz - a Tale of Library Circulation. Building rapport with your customers. Building Rapport - Career Development From FIU BBC Library Customer Service 101. The Insulting Librarian - Mitchell & Webb. Librarian Lays Down the Law. Top 6 Ways to Get An Angry Customer to Back Down. Telephone Etiquette. Customer Service Training Tips : The Importance of Attitude in Customer Service. What are Interpersonal Skills? | Skills You Need.

Interpersonal skills are the life skills we use every day to communicate and interact with other people, both individually and in groups. People who have worked on developing strong interpersonal skills are usually more successful in both their professional and personal lives. Employers often seek to hire staff with 'strong interpersonal skills' - they want people who will work well in a team and be able to communicate effectively with colleagues, customers and clients.

This section of SkillsYouNeed is full of information and practical advice that you can use to improve your interpersonal skills. Interpersonal skills are not just important in the workplace, our personal and social lives can also benefit from better interpersonal skills. Through awareness of how you interact with others - and with practice - you can improve your interpersonal skills.

SkillsYouNeed aims to help you learn and develop your interpersonal skills by providing an extensive library of quality content. Relax Clarify.