{"id":85157,"date":"2014-12-02T10:17:03","date_gmt":"2014-12-02T16:17:03","guid":{"rendered":"https:\/\/inalj.com\/?p=85157"},"modified":"2014-12-02T10:14:08","modified_gmt":"2014-12-02T16:14:08","slug":"retail-customer-service-skills-in-the-library","status":"publish","type":"post","link":"https:\/\/inalj.com\/?p=85157","title":{"rendered":"Retail Customer Service Skills in the Library"},"content":{"rendered":"

by Erin Kinney, Senior Assistant<\/i>, INALJ Wyoming<\/a><\/em><\/p>\n

Retail Customer Service Skills in the Library<\/span><\/h3>\n

\"ErinKinney\"<\/a>I recently took a seasonal job at a national retailer. This retailer prides itself on exemplary customer\u00a0service. This got me thinking of how such customer service skills could be applied to a library setting.<\/p>\n

Respect<\/strong><\/p>\n

This retailer has cashiers that look for people in line and direct them to a less crowded line. Not only\u00a0does this provide an additional point of contact, but it lets their customers know that they and their\u00a0time are valued. Do the same thing at the library. When you have a long checkout line, direct someone\u00a0to the self-checkout machine, or to another service desk. Treating patrons with respect creates a great\u00a0experience. Give them your undivided attention, and do your best to prevent long lines.<\/p>\n

Make them Feel Welcome<\/strong><\/p>\n

This retailer has sales associates on the floor at all times. This creates an opportunity for the sales staff\u00a0to interact with the customers. By being able to quickly answer their questions and direct them to the\u00a0item they are looking for, one can drive sales by educating customers on deals and promotions, while\u00a0helping them find a few extra items.<\/p>\n

Library patrons are often intimidated to ask for help at the reference desk, especially if the library staff\u00a0appears busy or unapproachable. Smile, make eye contact, say hello, and engage with the patron. Be\u00a0warm, friendly, and enthusiastic. Address the person before you address your screen. Approachability\u00a0is more than just being physically available for patrons. It is speaking to patrons in a tone that invites\u00a0questions, rather than sounding so busy or distracted that patrons feel put off. It is asking open-ended\u00a0questions, such as, “how can I help you?” rather than “do you need help?” It is making eye contact\u00a0and engaging with a patron, rather than ducking into another area when a patron appears to need\u00a0assistance. Being seen in the stacks, where patrons are often found, allows them to locate help quickly\u00a0when they are trying to locate an item.<\/p>\n

Turn that Contact into an Marvelous Moment<\/strong><\/p>\n

This retailer wants to create an amazing service culture. This is done by creating an honest, courteous,\u00a0and comfortable environment. It starts with how the employees engage, educate, and drive sales by\u00a0creating remarkable moments that make everyone feel welcomed.<\/p>\n

Know your library and its services, and be able to answer questions on the fly. Be able to provide\u00a0succinct explanations of services the library offers. Offer great service at every opportunity. Does the\u00a0patron want a David Baldacci book for their mom? Escort them to where that book is located, and tell\u00a0them about other authors that they might find similarly interesting. Use reference interview techniques\u00a0(approachability, interest, listening\/inquiring, searching, and follow up) to engage with the patron.\u00a0Make that short contact a fantastic experience, and maybe they will become a steady patron, too. Get\u00a0familiar with your frequent patrons and their information needs. Yes, we all have those quirky patrons;\u00a0treat them with respect, too.<\/p>\n

Don\u2019t be Adverse to Change<\/strong><\/p>\n

One of my jobs is to straighten and restock items on the sales floor. Not only does this assist with the\u00a0ordering of goods, but it makes the store look neat, organized, and well stocked. The same thing goes\u00a0at a library. Shelf reading and keeping the library tidy helps with the findability of items. Other times\u00a0I create new endcap displays, highlighting sales or new products. You can do the same in the library,\u00a0with table top displays, or at the end of shelves. Rearrange displays and keep them fresh. Mix it up\u00a0and don\u2019t be afraid to make mistakes. That cookbook display didn\u2019t circulate? Switch it out with some\u00a0seasonal or topical books. Move high volume items like DVDs to the front of the library to make it easier\u00a0for someone to pop in and grab a movie on their way home from work. Rearrange stacks to make things\u00a0easier for the patrons. Simple things like sorting fiction by genre, and regular weeding make it easier to\u00a0locate items in the stacks.<\/p>\n

These are just a few things that one can take from the world of retail and apply it to libraries. What\u00a0other suggestions do you have?<\/p>\n

Erin Kinney graduated from Florida State University with her MLIS. Erin is a past president and\u00a0webmaster of the Wyoming Library Association. Her professional interests include digitization and\u00a0providing access to rare materials. Erin\u2019s hobbies include photography, knitting, and gardening. You can\u00a0connect with her on LinkedIn<\/a>.<\/em><\/p>\n","protected":false},"excerpt":{"rendered":"

by Erin Kinney, Senior Assistant, INALJ Wyoming Retail Customer Service Skills in the Library I recently took a seasonal job at a national retailer. This retailer prides itself on exemplary customer\u00a0service. This got me thinking of how such customer service skills could be applied to a library setting. Respect This retailer has cashiers that look…<\/p>\n

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