Top Ten Tips for Excellent Customer Service to Adults

How can we provide excellent customer service to adults? By relying on the Model Reference Behaviors and developing strong customer service skills, we can keep our customers satisfied – and coming back!

1. Set the tone: Be approachable and friendly. Be a good listener. Put the customer at ease.
   
   
2. Get the facts: Use open questions (those that require more than a ‘yes’ or ‘no’ answer). Clarify, probe, and verify to make sure you understand the customer’s information need.
   
   
3. Give the information: Use a search strategy. Keep the customer informed as you search. Make sure the customer understands the answer. Cite the source.
   
   
4. Follow-up: Ask follow-up questions to find out if you’ve answered the question and if there’s anything else the customer needs.
   
   
5. Have a positive attitude: If you feel good about yourself and your job, it will show!
   
   
6. Make your customers feel important and appreciated.
   
   
7. Develop a rapport with your customers: Treat them as you like to be treated when you’re a customer-- as an individual and with respect.
   
   
8. Take ownership: Be accountable and responsible.
   
   
9. Help customers understand your library’s policies and procedures.
   
   
10. Exceed your customers’ expectations by giving value-added service: Go the extra mile. Give them something unexpected.