Comments on: Customer Service When No One is Looking http://www.davidleeking.com/2007/01/29/customer-service-when-no-one-is-looking/ David Lee King is the Digital Branch & Services Manager at the Topeka & Shawnee County Public Library, where he plans, implements, and experiments with emerging technology trends. He has spoken in the U.S. and Canada about emerging trends, website usability and management, digital experience planning, and managing techie staff, and has been published in many library-related journals. David writes the Internet Spotlight column in Public Libraries Magazine with Michael Porter. David maintains a blog at http://www.davidleeking.com Thu, 09 Feb 2012 18:50:00 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: Richard http://www.davidleeking.com/2007/01/29/customer-service-when-no-one-is-looking/comment-page-1/#comment-23518 Richard Mon, 14 Dec 2009 12:52:25 +0000 http://www.davidleeking.com/2007/01/29/customer-service-when-no-one-is-looking/#comment-23518 At ALA Midwinter, I attended a discussion group for reference services in public libraries and most of the discussion centered on customer service. I think libraries should have mandatory customer service training for all employees, whether they're new or not. When I worked at the AADL, the people from Zingerman's Deli in Ann Arbor came to lead customer service training sessions and it worked really well. They even brought treats for us! At ALA Midwinter, I attended a discussion group for reference services in public libraries and most of the discussion centered on customer service. I think libraries should have mandatory customer service training for all employees, whether they're new or not. When I worked at the AADL, the people from Zingerman's Deli in Ann Arbor came to lead customer service training sessions and it worked really well. They even brought treats for us!

]]> By: Sandy http://www.davidleeking.com/2007/01/29/customer-service-when-no-one-is-looking/comment-page-1/#comment-5437 Sandy Fri, 02 Feb 2007 23:00:23 +0000 http://www.davidleeking.com/2007/01/29/customer-service-when-no-one-is-looking/#comment-5437 Sometimes we just have to vent. The goal is to never vent at the customer. Personally, I take several pieces of scrap paper and scribble all the nasty things I would like to say to the "difficult" customer, then tear them up into tiny pieces and throw them away. That way I can face the next customer with a smile Sometimes we just have to vent. The goal is to never vent at the customer. Personally, I take several pieces of scrap paper and scribble all the nasty things I would like to say to the “difficult” customer, then tear them up into tiny pieces and throw them away. That way I can face the next customer with a smile

]]> By: Sandy http://www.davidleeking.com/2007/01/29/customer-service-when-no-one-is-looking/comment-page-1/#comment-25396 Sandy Fri, 02 Feb 2007 23:00:00 +0000 http://www.davidleeking.com/2007/01/29/customer-service-when-no-one-is-looking/#comment-25396 Sometimes we just have to vent. The goal is to never vent at the customer. Personally, I take several pieces of scrap paper and scribble all the nasty things I would like to say to the "difficult" customer, then tear them up into tiny pieces and throw them away. That way I can face the next customer with a smile Sometimes we just have to vent. The goal is to never vent at the customer. Personally, I take several pieces of scrap paper and scribble all the nasty things I would like to say to the “difficult” customer, then tear them up into tiny pieces and throw them away. That way I can face the next customer with a smile

]]> By: Richard http://www.davidleeking.com/2007/01/29/customer-service-when-no-one-is-looking/comment-page-1/#comment-5386 Richard Thu, 01 Feb 2007 03:33:49 +0000 http://www.davidleeking.com/2007/01/29/customer-service-when-no-one-is-looking/#comment-5386 At ALA Midwinter, I attended a discussion group for reference services in public libraries and most of the discussion centered on customer service. I think libraries should have mandatory customer service training for all employees, whether they're new or not. When I worked at the AADL, the people from Zingerman's Deli in Ann Arbor came to lead customer service training sessions and it worked really well. They even brought treats for us! At ALA Midwinter, I attended a discussion group for reference services in public libraries and most of the discussion centered on customer service. I think libraries should have mandatory customer service training for all employees, whether they’re new or not. When I worked at the AADL, the people from Zingerman’s Deli in Ann Arbor came to lead customer service training sessions and it worked really well. They even brought treats for us!

]]> By: joshua m. neff http://www.davidleeking.com/2007/01/29/customer-service-when-no-one-is-looking/comment-page-1/#comment-5274 joshua m. neff Mon, 29 Jan 2007 16:52:53 +0000 http://www.davidleeking.com/2007/01/29/customer-service-when-no-one-is-looking/#comment-5274 In general, I'm a pretty positive person. I like humanity as a whole, and I like most people I meet. I really believe the user isn't broken, and I understand that sometimes people are having a bad day and they take it out on the wrong people (like a librarian who's doing their best to help). But...I've been working in customer service for 18 years and I've found that some people really deserve to be flipped the bird. At the very least. In general, I’m a pretty positive person. I like humanity as a whole, and I like most people I meet. I really believe the user isn’t broken, and I understand that sometimes people are having a bad day and they take it out on the wrong people (like a librarian who’s doing their best to help).

But…I’ve been working in customer service for 18 years and I’ve found that some people really deserve to be flipped the bird. At the very least.

]]> By: joshua m. neff http://www.davidleeking.com/2007/01/29/customer-service-when-no-one-is-looking/comment-page-1/#comment-25395 joshua m. neff Mon, 29 Jan 2007 16:52:00 +0000 http://www.davidleeking.com/2007/01/29/customer-service-when-no-one-is-looking/#comment-25395 In general, I'm a pretty positive person. I like humanity as a whole, and I like most people I meet. I really believe the user isn't broken, and I understand that sometimes people are having a bad day and they take it out on the wrong people (like a librarian who's doing their best to help). But...I've been working in customer service for 18 years and I've found that some people really deserve to be flipped the bird. At the very least. In general, I’m a pretty positive person. I like humanity as a whole, and I like most people I meet. I really believe the user isn’t broken, and I understand that sometimes people are having a bad day and they take it out on the wrong people (like a librarian who’s doing their best to help).

But…I’ve been working in customer service for 18 years and I’ve found that some people really deserve to be flipped the bird. At the very least.

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