[OPLINLIST] When you call Customer Service...

[Dorothy Sinclair]

You know that thing where you call a company's customer service number and they ask you to punch in your phone number to access your account? Then they connect you to a person, who asks for the same information plus your name and address? But then that's the wrong department and they connect you to someone else who demands all the same information yet again, and you'd throw your phone except that would require you to answer the same questions all over again? 

I hate that. 

Your patrons experience this kind of pain when they have to explain their question all over again to two or three people. How can you make it better? Make what might be a phone transfer into a hand-off. Take a few seconds to explain who is calling and why. The next person answers the patron with a speedy recap of what they know. No one's answered their question yet, but already that patron feels better about this interaction. 

How do you make this part of how you work? Come to SWON's Spring Training Symposium on May 21st at Dayton Metro to learn this and other "Customer Satisfaction Strategies." Get the full details here: http://www.swonlibraries.org/content/spring-staff-training-symposium-formerly-support-staff-symposium 
Register here: http://tiny.cc/spring_staff 




Come check us out on our calendar at http://tiny.cc/SWON-Calendar 

Website, swonlibraries.org 

Facebook Page SWON Libraries 

Twitter at SWONlibraries 

Tell us what you think and what you would like to see more from us. 




Save the Date: 

ALA Virtual -- July 24, 2013 

ALA Virtual -- July 25, 2013 

18th Annual P.B.R.I. August 2, 2013 




Calendar Snippet 

April, 2013 Event 
	Date 	Location 
RDA is Coming; Whether you are ready or not! 	4/1/13 	Washington Centerville Public Library 
Becoming the Employee Organizations Strive to Keep 
	4/2/13 	On line 
Ohio Library Council - Southwest Ohio Chapter Conference 	4/3/13 	Roberts Conference Center, Wilmington, Ohio 
OverDrive and E - Readers: Keeping It Simple For Your Users 	4/4/13 	On line 
ELS (SIG) Meeting 	4/5/13 	University of Cincinnati - Blue Ash College 
Computers in Libraries 2013 	4/8/13 - 4/10/13 	Hilton Washington, Washington, DC 
Support Staff Committee (Field Trip) Meeting 	4/9/13 	SWON Libraries - Dayton Metro Library 
Building Library Friends Groups That Keep Their Eye on the Prize 	4/9/13 	On line 
Models for Future Library Services 	4/11/13 	On line 
CLEAR: Children's Literature Evaluation and Review Interest Group 	4/11/13 	SWON Libraries Conference Room 
CLEAR: Children's Literature Evaluation and Review Interest Group 	4/12/13 	SWON Libraries Conference Room 
Executive Board Meeting 	4/12/13 	Rookwood Tower, Hoffman Room 
Retention and the Returning Adult Student & Special Populations 	4/15/13 	Art Institute of Ohio 


Contact Information: 
SWON Libraries Consortium 
10250 Alliance Rd. 
Suite 225 
Blue Ash, OH 45242 
513.751.4422 
swonlibraries.org 
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.oplin.org/pipermail/oplinlist/attachments/20130321/7ae08f69/attachment-0001.html>