Last week was National Customer Service week so we put our JET placement student, Stuart to work to ask ten Leith Library customers:
What makes good customer service?
Here are his results:
Friendly / smiles 6 mentions:
- Friendy welcome
- Friendly staff
- Friendly people
- Smiles (x2)
Helping 6 mentions:
- Finding help for people
- Give help looking for stuff
- Interperates what customers want
- Going the extra mile
- Good feedback
Listening 4 mentions:
- Good listener
- Able to answer questions
There were 2 library related mentions:
- Clean environement
- Good variety
Personal qualities were listed too:
Stuart’s placement is one day a week from April to September. JET stands for Job + Education + Training. He is working towards a National Progression Award in Enterprise and Employability.
I asked the Library Team Leader Katie Swann what she thought about his results. She said:
We want people to have a really positive experience when they visit the library, and so it was helpful for Stuart to be able to chat to our customers about what sort of service they expect. My favourite response was ‘going the extra mile’ – we’ve all experienced this somewhere and it really makes your day as a customer when that happens.
What do you think makes good customer service?