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?
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?
- 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
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?
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
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
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