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Providing Excellent Customer Service

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Providing excellent customer service and delighting the customer is the top of mind for me lately. At Computers in Libraries 2015 keynote speakers emphasized delighting the customer. You can read more about their presentations & see the videos:

Steve Denning, Author, The Leader’s Guide to Radical Management

Blog Post: http://www.libconf.com/2015/04/27/continuous-innovation-and-transformation-the-opening-keynote/

Video (you can skip the promo at the beginning!): http://www.libconf.com/2015/04/27/continuous-innovation-and-transformation-the-opening-keynote/

John Palfrey, Head of School, Phillips Academy, Board President of the Digital Public Library of America (DPLA) & Author, BiblioTECH: Why Libraries Matter More Than Ever in the Age of Google

Blog Post: http://www.libconf.com/2015/04/28/creating-a-new-nostalgia-the-tuesday-keynote/

Video: http://computersinlibraries.infotoday.com/2015/Video.aspx

But why is customer service or delighting the customer so important? Customer service fosters a good relationship between customers and the organization and leads to keeping or engaging those customers. Without customers there is no business or support in the case of non-profits like libraries. Reducing a customer’s stress, giving them a pleasant customer experience, and providing information that can solve their problem is all important to keep positive customer satisfaction (the overall contentment with a customer interaction). Excellent customer service involves providing outstanding service that meets (or exceeds) the customer’s expectations — it delights the customer. Excellent customer service also includes having a great attitude and being people centered or customers focused. So in addition to knowing your customer really well, and understanding their true expectations (making no assumptions), what do you need for good customer service?

Develop the skills to be successful Assess the current level of customer service (customer satisfaction surveys,

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Customer Journey Mapping

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Rebecca and I have talked stepping in our customers’ shoes for years as a way to think about customer service, customer experience, and “delighting them” as Tom Peters used to say. Rebecca ran across this article on mapping out customer experience and wished she’d written it. We thought we’d share part of it, but do have a look at the full thing: Mapping Out Customer Experience Excellence: 10 Steps to Customer Journey Mapping @ mycustomer.com

“A quick guide to customer journey mapping

This allows us to step into the customer shoes. It shows us the customer’s perceptions and the larger context in which we play a part. It lets us be emerged in their world, their reality. Get a deeper insight into customer needs, perception, experience and motivation. It will answer questions like: What are people really trying to achieve? How are they trying to achieve this? What do they use and in what order? Why do they make a choice? What are they experiencing, feeling, while trying to reach the desired outcome? A customer journey map is built up layer by layer. We start ‘above water’, with the customer and slowly dive deeper and deeper into the organisational structures and context. The tool can be used with customers or management, employees and other stakeholder or, even better, in a mix. A customer journey map (e.g. used by front-office employees) in its simplest form will contain the following: Context or stakeholder map. We list all stakeholders and we order the

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