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Customer Service Resources

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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.

Living Learning Libraries Standards

Part A. Standards - quality levels and goals. How to benchmark your business. Measuring your performance Benchmarking involves measuring the performance of your business against a competitor in the same market.

How to benchmark your business

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. 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.

Measure customer service

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. Service Culture Videos.

12 Building Blocks of Service. Service Culture Videos. 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

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. City of Joondalup > Explore > Libraries > About Us > Library Survey. Your feedback is important.

City of Joondalup > Explore > Libraries > About Us > Library Survey

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. City of Charles Sturt - Library Feedback Form. 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.

Key Performance Indicator Handbook for Libraries Serving Print Disabled People

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. 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.

Knowing your products and services

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?

Statistical Language - 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. 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. 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.

Building rapport with your customers

So, how do we go about understanding them? Building Rapport - Career Development From Establishing Bonds © iStockphotoMaica Build rapport, strengthen those bonds, and grow your network. Rapport is the ability to enter someone else's world, to make him feel that you understand him, that you have a strong common bond. – Motivational speaker Tony Robbins. Have you ever known someone who has a knack for connecting with people? No matter who this person meets, he or she manages to create a sense of trust and understanding within a matter of minutes. We can intuitively believe that this is a natural gift – either you can build rapport like this, or you can't. And it doesn't matter what industry you're in or what position you hold – knowing how to build rapport can bring you countless opportunities.

So what is rapport? 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? 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.