University ofNew Mexico

University LibrariesStudent Training

Customer Care Basics

Attitude is everything

“People don't care how much you know until they know how much you care”

―Theodore Roosevelt

7 Second Challenge!

• Eye Contact• Stand Up• Say ‘Hello’, etc.• Body Language• Smile!

• Body Position• Appearance• Posture• Facial Expression• Nodding of Head

Providing Effective Help

• Practice Active Listening.• Use good communication skills. • Be Genuine• Be courteous and polite.• Look for solutions.• Avoid saying “No.”

Providing help by phone

• Answer the phone with a smile and in a friendly tone of voice.• Greet the caller, provide the name of the library and “how may I help

you?’• Be polite and courteous while choosing your words carefully.• Actively listen to the caller and repeat the question.• Be aware of background noise.• Let the caller know if you will be transferring a call and give the caller

the number you are dialing in case a problem occurs.• Take a detailed message from the caller for any individual who is not

available to take a phone call: name of caller, phone number, date and time of call, message, your name, and then put the message where the person will easily find it.

Phrases Customers Would Love to Hear Less Of

• That’s just our policy•No problem • You’ll have to…• To be honest with you • I believe or I think • I’m afraid there’s nothing I can do

Phrases Customers Would Love to Hear More Of

• How can I help you?• I can solve that problem• I don’t know, but I will find out• I will take responsibility•My pleasure• Can I help you find something?• I definitely will make sure that it gets sorted…• I can certainly help you…

Difficult Customers

• Get a Staff Member.• Be polite.• Remain calm but do not tell the

customer to calm down.• Be aware of personal space.• Be aware of body language.• Actively listen and show a

willingness to resolve the problem.

Sensitivity & Customer Privacy

•We serve a diverse population• No Judgment! University Libraries is a safe place

for everybody• If you need to verify a member’s ID, ask for a

neutral piece of relevant information – such as a NetID• Never make assumptions

Activity: Customer Care Scenarios

Navigating the Library Website

University Libraries Website

• Ask a Librarian Link• Room Reservations• eReserves and Physical Reserveslibrary.unm.edu

• Interlibrary Loan• WMS Patron View

Ask a Librarian

•What is Ask a Librarian?

• How do you get there from the homepage?

Room Reservations

eReserves & Physical Reserves

Interlibrary Loan

WMS From the Customer Side

• Accessing the patron account view