Most businesses focus on providing excellent customer service to improve profitability. However, many libraries and child care centres don’t spend much time and effort in this area since they aren’t profit driven and don’t have enough budgets.
But, nowadays, customer expectations are higher than ever. Since patrons and parents want to visit a friendly and welcoming business, improving centre and library customer service would help achieve their unique missions.
Providing excellent service would satisfy customers and encourage them to use the library repeatedly. They can also become supporters and promoters for day care centres and preschools.
On the other hand, poor customer services will result in a lack of any form of support. Like in any other businesses, most dissatisfied customers wouldn’t complain, but 91% of those unhappy customers will just leave and never come back, and you can bet that some of them will share their terrible experience with at least nine people.
Libraries and day care centres should continuously evaluate and improve their customer services.
Encourage Staff to Become Approachable and Friendly
Every staff member is a representative of where they work, so their actions would reflect on the image of the business and affect the support it receives – which is why staff members should always exhibit behaviours that will welcome patrons and parents and make them feel at ease. This will ensure that the customer of any age would be walking away with a positive experience.
An approachable attitude is an excellent way to begin. The staff should make themselves available by being ready to engage any approaching customers. They should stop doing other work and activities that will distract them from interacting with the customer.
Improve Their Communication Skills
Good communication skills are at the heart of excellent customer service. While finding ways to improve communication skills is a challenge, it’s a helpful skill to have especially when a problem arises.
Nothing is ever perfect even in customer service. Things can always go wrong, but this doesn’t mean that you’re providing terrible service. Librarians and other staff with excellent communication skills will be able to diffuse the situation and prevent the patron from leaving.
Companies that excel at customer service also wouldn’t wait for a problem to arise before addressing it. A great customer service skill is the ability to take preventative measures for possible risks and be prepared with a solution when a problem occurs.
Try Using Social Media Sites
When libraries and day cares train staff for customer care, they focus mostly on front-line customer service and less on new technologies or social networking services, particularly. However, social media is an asset every business should take advantage of.
It’s another channel that allows a business to engage with their parents and patrons.It’s essential to always respond to the customer’s feedback, whether it’s praise or concern. Social media makes it easier to provide a comfortable setting for parents and patrons to leave feedback and suggestions to improve services. While the customers’ messages can’t be controlled, it lets you show them your interest in and care about their opinions.
Essentially, social networking allows you to reach out to your parents and patrons outside of traditional methods and offer customer care that expands all throughout the community.