Multnomah County Library Presents Think Yes Customer Service - - PowerPoint PPT Presentation

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Multnomah County Library Presents Think Yes Customer Service - - PowerPoint PPT Presentation

Jul 26, 2023 20 likes •342 views

Multnomah County Library Presents Think Yes Customer Service Initiative Oregon Reference Summit Presented by Rita Jimenez, Neighborhood Libraries Director and Sarah Oliver, Troutdale branch Administrator Why does great customer service

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Multnomah County Library Presents Think Yes Customer Service Initiative

Oregon Reference Summit

Presented by Rita Jimenez, Neighborhood Libraries Director and Sarah Oliver, Troutdale branch Administrator

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Why does great customer service matter?

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#1 priority stable funding

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Picture by Jason Barnette Photography

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Successful ballot measures Library district measure passed

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Picture by Columbia City Blog

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OCLC report: From Awareness to Funding 2018

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OCLC report: From Awareness to Funding 2018

Voter enthusiasm about library staff

  • Librarian ratings have gone down:
  • Staff were rated as friendly and approachable 67% in

2008, now down to 53% in 2018

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Context in 2010

  • 2 new branches with single desk model
  • New RFID stations
  • Employee survey – 92% of staff wanted customer

service training

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Marketing study

Data showed friendly staff 2nd highest enticement for our patrons

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Our 5 Service Principles

  • Think yes! attitude
  • Patron-oriented service
  • Friendly, welcoming attitude
  • Proactive, personalized customer service
  • Team players [internal customer service]

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How do we do it?

  • Integration
  • Communication / Change management
  • Training

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Weave

  • Into the fabric of everything we do
  • Into all library training
  • Into HR processes

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Think Yes Task Force

  • Front-line managers & staff
  • Developed and delivered trainings
  • Early adopters who support communication and change

management

  • Think Yes Ambassadors in each work group

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Culture change

  • Takes time and patience
  • Organizational development experts say it takes 5-10

years to make a culture change

  • Support middle managers

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Communication

  • Focused conversations with every work group on service

principles

  • Monthly staff newsletter with Think Yes column
  • Management updates
  • FAQ
  • Intranet site

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Training

  • All staff get trained during new employee orientation
  • Training resources available at:

http://multcolib.org/MCLThinkYes

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Celebrate your successes!

  • Service star recognition
  • Staff meetings & newsletter
  • Emails

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Some challenges:

  • Some operations staff may not feel fully included.
  • How do busy library staff juggle helping patrons on the

phone with those in front of them?

  • Mobile technology and roving model. The pull of the

desk and chair is strong. ILS not mobile-ready.

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On the ground - managing a Think Yes! library & the Think Yes Evolution Project

Presented by Sarah Oliver Branch Administrator

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What works well

Single service point model

  • We’re all “librarians”
  • Nimble approach
  • Collaboration

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What works well

Review customer service scenarios with staff - Communication, Collaboration & Care: Connection

  • Think Yes! Lens
  • Celebrate excellent service
  • Collaborate on troubleshooting challenging service

situations

  • Care for yourself and colleagues

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What works well

Encouraging and supporting staff professional development

  • Make time for Connection
  • Create opportunity for and

support Collaboration: ■ peer-to-peer learning ■ staff-to-patron learning

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Make time for fun!

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What can be challenging

  • Introvert - Ambivert - Extrovert
  • The desk
  • Shifting sands of staffing

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Think Yes Evolution Project

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Process and Survey

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3-step process:

  • Staff meeting - orientation
  • In-person patron survey - 3 days
  • Staff meeting - results
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Patron Survey

  • Were library staff friendly and welcoming?
  • Were library staff available for you?
  • If you talked to library staff today, were they helpful?

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What has worked well

  • Front-line and management staff collaboration
  • Successful pilots at a smaller location as well as our

largest location

  • Engaging staff who don’t normally work in our

branches

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What has been challenging

  • Time-consuming process
  • Many pieces, many players
  • Communication challenges

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What we are learning

  • Patrons love the library and library staff, including our

“self-service” patrons

  • Knowing the questions ahead of time is not an

automatic motivator

  • Missed service opportunities:

○ Greeting patrons ○ Mobile service

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Small Group Discussion

  • 1. What type of customer service expectations and/or

customer service training does your library have?

  • 2. What changes would you like to see at your library in

these areas of expectations and training?

  • 3. What are your biggest takeaways from today’s session?

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Questions

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Thank you for coming!

  • Rita Jimenez, Neighborhood Libraries Director –

ritaj@multcolib.org

  • Sarah Oliver, Troutdale Library Administrator -

saraho@multcolib.org

  • For more information visit:

http://multcolib.org/MCLThinkYes

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