The staff from the Redwood City Public Library by working together changed the reference desk along with training to create the active customer service model.
Active Service Is:
Staff initiating customer interactions
Anticipate their needs
Deliver a positive experience
Greet every customer and initiating the interaction
Being alert and observant
Teaching self-service
Being mobile
What Works?
Side by side service
New culture of self-service
Desk is no longer a barrier (traditional desk is removed and replaced with the one below)
Staff focuses on customer service
Challenges:
Desk design
Staff Issues
To address the desk design, adjustable bar stools have been added.
Each morning, the staff in each location meets 15 minutes prior to opening for a "Huddle Meeting." They update each other on what is happening in the library and discuss any problems at that time. Staff has also created a map showing the layout of the library and the collections.
Successes:
Staff has embraced the proactive spirit.
Staff is proactive about their own learning.
Sharing of positive and negative customer service experiences.
What's next?
Ergonomically designed desk.
Customer service visioning process.
Customer service element of yearly evaluations.
New hires have a commitment.
