LLM Customer Service

Customer service means providing a quality service that meets or exceeds expectations. It is about ensuring that a customer’s needs are met by providing them with assistance, dealing with their enquiries and finding the right solutions to any problems. It includes giving customers a good experience and developing a relationship with them so they feel good about their decision to do business with you.

customer_service_introduction.pdf

continual_service_improvement_contents.pdf

One of the most critical points for gaining competitive advantage, improving profits,
strengthening your market position and increasing sales volume.

customer_service_improvement.pdf

NSW Fair Trading sets a high standard of quality customer services to which it is committed.

ftd02_customer_service_standards.pdf

Welcoming:

Smile

Greet each patron as s/he enters your service area

Stop what you are doing and respond to patron

Smile

If possible, come out from behind the desk (no barriers!)

Make eye contact when speaking with patron

Smile

Show interest in what the person is saying

Try not to interrupt

Smile

Face to face:

• Be aware of your body language and voice
• Pay attention to your patron’s body language and voice
• Reserve  judgment
• Restate the problem or question
• If you don’t know the answer to a question, find someone who does, don’t guess 

By Telephone:

• Answer the phone promptly
• Identify yourself and the library
• Speak clearly
• Ask for caller’s name
• Listen without interrupting
• Take personal responsibility for calls when other people are out
• Take a detailed clear message for others if absolutely necessary
• If you don’t know the answer to a question, find someone who does, don’t guess

By Email:

• Use clear subject headings
• Avoid using capital letters unnecessarily (considered yelling)
• Address email to person
• Clearly indicate who you are
• Don’t write anything that you would not want forwarded to a third party
• Check for typos