BSBCUS301 Week Three Class Notes

Week Three Class Notes

3         Monitor and report on service delivery

3.1       Regularly review customer satisfaction with service delivery using verifiable evidence according to organisational and legislative requirements

3.2       Identify opportunities to enhance the quality of service and products, and pursue within organisational and legislative requirements

3.3       Monitor procedural aspects of service delivery for effectiveness and suitability to customer requirements

3.4       Regularly seek customer feedback and use to improve the provision of products and services

3.5       Ensure reports are clear, detailed and contain recommendations focused on critical aspects of service delivery

Let's review and recap from what we learned last week:

Rapport - What is it? Why is it important?

Self Assessment Checklist - Have you all completed the checklist and saved a copy for your
reference?

Customer Service Charters/Policies/Guidelines - how many did you find? For what type of "library"?

Class Activity One
"Chinese Whispers" for those that have not played or heard of the game, Chinese Whispers is a game
in which one person whispers a message to the person next to them and then that person turns
and whispers the message they have just heard to the person next to them. This continues until the
last person to hear the repeated whispered message then repeats what they think the message is to the
entire group. Everyone can then hear just how different the message has evolved into from the
original person.
This is a good example of using your Active listening skills!


Class Activity Two

Colour Exercise. This activity is a great way to show how we all interpret things differently in a
 similar situation and how this can be used to understand why having empathy for your patrons or
 customers is an important part of our customer service skills.

As a class, I want you to all first THINK and then PICTURE the seven days of the week.
Now on a piece of paper or on your laptops/tablets/smart phones I want you to write down the
colour you associated with each day of the week, then we will compare answers.

You have all been given the exact same task but you have all 'seen' the days differently, this is
the same when communicating with your patrons, the same questions will not always result in the
same answers.

Again each patron is different and will have different needs!

School Library Loans Policy

Misty River Secondary School Library Loans Policy – LIB-002 Effective Date: 28-Jan-16

Purpose: To ensure equity of access to and availability of library resources to students and academic staff in fulfilling their teaching and learning commitments.

Scope:

· All library users
 · All College campuses

Policy Statement: This policy applies to all staff and students who are eligible to borrow from the campus libraries and access online resources. Each borrower group has slightly different loan periods for specific formats (books, periodicals, AV), number of items they can borrow, access to electronic resources and duration of membership. The library management system is programmed to provide collection and account access to users, manage all circulation rules, track usage, generate late fines, lost charges and penalties, and generate courtesy notices.

Electronic resources are governed by contractual licences and authentication software to restrict access to authorised users. Loan Categories - Periods, Limits and Renewals College staff and students must produce a current College ID card to borrow from the library collection.

Circulation rules are set up in the library management system on predetermined borrower types. The different borrower types are:

1.       Students

· A total of 6 items can be borrowed from a campus library at any one time

· Items in high demand (i.e. Prescribed Readings) and AV items have a 7 day loan period

· Standard loan period is 14 days

· ‘Not for Loan’ copies of Prescribed Readings and all journals are not available for loan and cannot be removed from the library

· All items can be renewed/extended for ONE more loan period only, e.g. 7 day loan for another 7 days

· Fines for late returns accrue at $1 a day in most instances (except for hourly loans which are $1 per hour)

· Accounts are blocked if any item is overdue and/or fines and charges reach or exceed $30

· Access to e-resources is independent of the library management system rules, e.g. ebooks are restricted to a 7 day loan.

· Borrowing and access to e-resources is only available to current, enrolled students

2. Academic staff

· A nominal total of 99 items can be borrowed at one time

· Teacher reference have a loan period of 180 days

· Teacher reference items can be renewed once for another 180 days but must be returned to the library once a year for stocktaking purposes

· Items borrowed from the main lending collection retain the same loan period as for students; the only exception is if the item is required for course writing

· Journals are not available for loan; articles can be scanned or photocopied

· Accounts are blocked if any item is overdue and/or fines and charges reach or exceed $30

· Access to e-resources is available to current staff who have a College network login

· Fines for late return of items accrue at $1 a day which must be paid on return and prior to re-borrowing

·  Borrowers can place ‘holds’ on items they wish to borrow that are on loan to another person. All items that are on loan to another borrower can be reserved in this manner, but items that are available for loan, i.e. currently checked in, do not qualify. Placing a Hold is possible by logging into the online My Account area on the library management system or by contacting the library by email, phone or in person. On return of the ‘Hold’ item the requestor will be notified by phone or email, depending on what method they have nominated. Items will be held at the Circulation Desk for pickup for a period of 7 days before re-shelving. 




© Copyright Chisholm Institute 2017

BSBCUS301 Week Two Class Notes

Week Two

BSBCUS301 - Deliver and Monitor a Service to Customers

2 Deliver a service to customers

2.1      Provide prompt service to customers to meet identified needs in accordance with organisational and legislative requirements

2.2      Establish and maintain appropriate rapport with customers to ensure completion of quality service delivery

2.3      Sensitively and courteously handle customer complaints in accordance with organisational and legislative requirements

2.4      Provide assistance or respond to customers with specific needs according to organisational and legislative requirements

2.5      Identify and use available opportunities to promote and enhance services and products to customers

There are a number of basic rules that apply when you are establishing rapport or a relationship with customers:

Show a genuine interest in the customer:

Customers prefer to do business with people they like. You can gain this approval by establishing rapport, or a positive connection with a customer.

Rapport can be established by:

·                     asking questions

·                     making eye contact

·                     offering to help

·                     recognising mutual interests

You will usually find that the customer responds to this type of behaviour by identifying you as being keen to assist them to understand their needs and find a solution to their problem. The time you take to establish a relationship with the customer will enhance their commitment and trust in the organisation.

Refer the customer to another appropriate organisation if you are unable to help:

If you cannot help, or refer to another person in the business, honestly tell the customer. It would be even better if you could spend a few minutes talking to them to gather more information and then accurately refer them to the correct organisation.

Provide translations or bilingual support to non English speaking customers

Most businesses operating in a situation with non English speaking clients will have set procedures and systems to appropriately service these clients. It is important that you treat these customers with the same respect and courtesy as every other client, even though they may have difficulty communicating.

Present a positive, can do, will help, attitude at all times

A positive, “will help” attitude is important at all times but absolutely critical when the customer is giving you negative feedback or complaining about the service they have received. 

Empathic phrases are a simple and easy way of conveying that you understand your customer’s situation. You may try using the following phrases:

·         I can see how difficult this must be for you.

·         I understand what you mean.

·         I understand how inconvenienced you must feel.

·         I am very sorry that this has happened to you.

Use a genuinely warm and caring tone, to enhance the meaning and effectiveness of empathic phrases. Saying “I’m sorry” to a customer does not imply that you or your organisation did anything wrong; it simply conveys that you are genuinely sorry that the customer has had a bad experience.

Check with your workplace policies or procedures or your supervisor or team leader regarding your organisation’s preferred method of dealing with angry or dissatisfied customers.

·                     When a customer is upset, they want to express their feelings, and they want their problem solved.

·                     Be patient and allow time for the customer to express their feelings.

The customer will be more prepared to listen to you once they have ‘got their feelings off their chest’. You can then begin to participate more actively in the process of solving their problem. Let the customer know that you understand why they are upset and that you are ready to help them.

http://www.lynda.com/Business-Skills-tutorials/Connecting-rapport-outstanding-service/151583/165553-4.html

Activity 1

Complete the following “Self-Assessment” checklist :
Copy and paste the checklist into a word document so you can fill it in there and keep for reference purposes.

https://www.goer.ny.gov/Training_Development/sld/gws/job_aids/CustomerServiceSelfAssess.cfm

Customer Service Charter/Procedures/guidelines

Many organisations that have a focus on Customer Service will have a Customer Service Charter or Manual, outlining the expectations for staff in dealing and providing services to customers.

Here are a couple of examples:

http://www.maitland.nsw.gov.au/Library/YourLibrary/Customer

http://www.nla.gov.au/service-charter

Activity 2 

Find as many library customer service charters as you can in the time allotted for different types of libraries such as a school library, a university library, a public library, a national library, a state library, a special library etc.



Class Activity 3

Hi Library Staff,

I’ve received an overdue notice for a book that I only borrowed 10 days ago, it says on the notice that I have a fine of $3.00 and that the book is “prescribed reading”  I thought I could borrow for 14 days

Can you tell me what happened please

Thanks



© Copyright Chisholm Institute 2017

BSBCUS301 Week One Class Notes

Service 1 contains two separate units that we will be covering over the next 8 weeks.

BSBCUS301 – Deliver and Monitor a Service to Customers

BSBLIB404 – Use Integrated Library Management Systems

For the first half of this term will be concentrating on the first unit BSBCUS301 followed by the second unit BSBLIB404 in the last four weeks of the term.

BSBCUS301 - Deliver and Monitor a Service to Customers

1.       Identify customer needs

1.1     Use appropriate interpersonal skills to accurately identify and clarify customer needs and expectations

1.2     Assess customer needs for urgency to determine priorities for service delivery according to organisational and legislative requirements

1.3     Use effective communication to inform customers about available choices for meeting their needs and assist in the selection of preferred options

1.4     Identify limitations in addressing customer needs and seek appropriate assistance from designated individuals

Activity

Know your customers.
Different libraries may use various terms for the people that use their services. How many can you name?

Activity

Good vs Bad customer service experiences.
- What happened?
- How did they make you feel?
- Did you share the experience with friends/family?

Customer Service in the Library

Break 10.30am - 15mins

Interpersonal Skills
What are they?

Verbal Communication
What we say and how we say it

Non-Verbal Communication
What we communicate without words

https://www.mindtools.com/pages/article/Body_Language.htm

Class Activity Example

You are employed as a library officer at Mystic Falls Library Corporation (MFLC).
How would you greet a customer who came to the desk?
Can you be all 3 things - Polite, Professional and Friendly?
How do you balance them out?
Can you be too polite or too friendly?
Can polite and friendly conflict with professional?

Role Play

Using above example, demonstrate how you might greet a customer in a polite and friendly manner.
What Non-Verbal communication was present?




© Copyright Chisholm Institute 2017