Webinar: Customer Service Training for Frontline Staff.
This webinar was very informative in offering several ways to offer good, positive customer service to patrons that leaves them feeling valued and understood. One word that most or all of the speakers used was empathy. Having empathy for patrons, whether it’s frustration, sadness, excitement, and even gratitude goes a long way in giving them a positive experience. One speaker noted that it isn’t always WHAT we say, but HOW we make a patron feel is what they’ll take away from the interaction the most.
The speakers all had excellent points and hints on how to provide customer service. Some of the main things to remember is to be clear, concise, attentive, clarify what they are requesting, and offer solutions and assistance. It is very important to be non-judgemental and not to make assumptions about a patron.
Active listening is very important in validating and respecting a patron’s needs. Asking for clarification, and giving feedback of what they are requesting will allow you to do the best you can to help them. Sometimes their request can’t be met immediately, but reassuring them what you can do about it, and when you are able to do it, will still leave them with a positive experience.