{"id":1700,"date":"2023-02-02T21:16:04","date_gmt":"2023-02-02T21:16:04","guid":{"rendered":"https:\/\/wordpress.library.illinois.edu\/bhrsc\/?page_id=1700"},"modified":"2023-06-12T18:36:40","modified_gmt":"2023-06-12T18:36:40","slug":"great-customer-service-guidelines","status":"publish","type":"page","link":"https:\/\/wordpress.library.illinois.edu\/bhrsc\/odt\/training-for-groups\/great-customer-service-guidelines\/","title":{"rendered":"GREAT Customer Service Guidelines"},"content":{"rendered":"<h2><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter\" src=\"http:\/\/wordpress.library.illinois.edu\/staff\/wp-content\/uploads\/sites\/24\/2017\/09\/great-image-1024x219.jpg\" alt=\"Great logo. Text Reads 'GREAT'.\" width=\"729\" height=\"156\" \/><\/h2>\n<h2>Introduction:<\/h2>\n<p>Whether we call our clientele \u201ccustomers\u201d or \u201cpatrons\u201d or \u201cusers\u201d or \u201ccolleagues,\u201d we are dedicated to providing excellent service that satisfies or exceeds their expectations.\u00a0 These guidelines reflect the Library\u2019s and University\u2019s core values and are meant to be carried out within the framework of University, state, and federal laws.\u00a0 The GREAT guidelines are a foundation for training, delivery and assessment of Library customer service.<\/p>\n<h2>Service Guidelines:<\/h2>\n<h3>Greet all customers and make them feel welcomed<\/h3>\n<p>We understand that every customer interaction is an opportunity to showcase the University and University Library as a whole. To create a welcoming and positive work environment, we will\u2026<\/p>\n<ul>\n<li>be visible, approachable, proactive, and ready to assist<\/li>\n<li>be professional in attire, language and etiquette<\/li>\n<li>watch for customers who need help<\/li>\n<li>make eye contact and greet the customer<\/li>\n<li>acknowledge promptly (e.g. within two working days) to external and internal customers be it in person, via email, phone, or instant message<\/li>\n<li>actively listen to the customer\u2019s query<\/li>\n<li>acknowledge waiting customers<\/li>\n<\/ul>\n<h3>Respect cultural and other personal differences<\/h3>\n<p>We serve an inclusive community with customers who come from a variety of backgrounds, cultures, beliefs, practices, generations, and languages. To show respect for personal differences, we will\u2026<\/p>\n<ul>\n<li>attend training on diversity issues<\/li>\n<li>respect personal space and customer\u2019s privacy<\/li>\n<li>display neutrality regardless of topic or request<\/li>\n<li>be patient with customers who need additional assistance and provide services to meet their individual needs<\/li>\n<li>speak clearly and concisely and avoid or explain library jargon<\/li>\n<li>recognize unique needs that will impact how the service is delivered (e.g. location, disability, status, affiliation, English skills, etc.)<\/li>\n<\/ul>\n<h3>Evaluate and clarify customer\u2019s expectations<\/h3>\n<p>We strive to fully understand our customers\u2019 questions and needs. To understand their needs, we will\u2026<\/p>\n<ul>\n<li>allow customer to finish a thought before responding<\/li>\n<li>restate the customer\u2019s question<\/li>\n<li>ask open ended questions about information and resource needs<\/li>\n<li>clarify the customer\u2019s expectations and desired outcomes<\/li>\n<li>request additional assistance if necessary<\/li>\n<li>gather relevant information; this may include affiliation, status, and accessibility<\/li>\n<li>acknowledge complaints and suggest next steps, including lodging a complaint<\/li>\n<\/ul>\n<h3>Address and respond to customer\u2019s needs<\/h3>\n<p>We understand each customer\u2019s needs are different and respond promptly, professionally, and thoroughly. To address their needs, we will\u2026<\/p>\n<ul>\n<li>look for teachable moments<\/li>\n<li>check back with the customer to let them know we are still working on their request<\/li>\n<li>continue to ask for clarification<\/li>\n<li>acknowledge a customer\u2019s frustration<\/li>\n<li>make appropriate referrals by contacting the referral to verify availability, providing the referral with the customer\u2019s contact information (with the customer\u2019s permission) and inquiry, and giving the customer the referral\u2019s name and contact information<\/li>\n<li>understand the role, responsibilities and limits of your position<\/li>\n<li>when appropriate, let referring staff know when we have received and acted on a referral<\/li>\n<\/ul>\n<h3>Thank and verify that needs have been met<\/h3>\n<p>We take responsibility to ensure that our customers\u2019 expectations have been fully met. To verify needs have been met, we will\u2026<\/p>\n<ul>\n<li>ask for feedback and clarification<\/li>\n<li>verify that the question has been answered in full; however, if the customer\u2019s question cannot be answered in full, let them know what is possible and why<\/li>\n<li>encourage customers to return if they need more help<\/li>\n<li>ask if there is anything else we can help with<\/li>\n<li>provide contact information if customer has additional questions<\/li>\n<li>thank customer for using library services<\/li>\n<\/ul>\n<p>The GREAT Customer Service initiative was started in fall 2014, as the User Services Advisory Committee worked to draft standards for the whole library.\u00a0 Their work was completed in 2015.\u00a0 Organization Development and Training has training available on using the GREAT guidelines.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Introduction: Whether we call our clientele \u201ccustomers\u201d or \u201cpatrons\u201d or \u201cusers\u201d or \u201ccolleagues,\u201d we are dedicated to providing excellent service that satisfies or exceeds their expectations.\u00a0 These guidelines reflect the Library\u2019s and University\u2019s core values and are meant to be carried out within the framework of University, state, and federal laws.\u00a0 The GREAT guidelines are [&hellip;]<\/p>\n","protected":false},"author":94,"featured_media":51,"parent":468,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-1700","page","type-page","status-publish","has-post-thumbnail","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/wordpress.library.illinois.edu\/bhrsc\/wp-json\/wp\/v2\/pages\/1700","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/wordpress.library.illinois.edu\/bhrsc\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/wordpress.library.illinois.edu\/bhrsc\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/wordpress.library.illinois.edu\/bhrsc\/wp-json\/wp\/v2\/users\/94"}],"replies":[{"embeddable":true,"href":"https:\/\/wordpress.library.illinois.edu\/bhrsc\/wp-json\/wp\/v2\/comments?post=1700"}],"version-history":[{"count":8,"href":"https:\/\/wordpress.library.illinois.edu\/bhrsc\/wp-json\/wp\/v2\/pages\/1700\/revisions"}],"predecessor-version":[{"id":1764,"href":"https:\/\/wordpress.library.illinois.edu\/bhrsc\/wp-json\/wp\/v2\/pages\/1700\/revisions\/1764"}],"up":[{"embeddable":true,"href":"https:\/\/wordpress.library.illinois.edu\/bhrsc\/wp-json\/wp\/v2\/pages\/468"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/wordpress.library.illinois.edu\/bhrsc\/wp-json\/wp\/v2\/media\/51"}],"wp:attachment":[{"href":"https:\/\/wordpress.library.illinois.edu\/bhrsc\/wp-json\/wp\/v2\/media?parent=1700"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}