I know we have so many amazing positive customer experiences to share - and please, please do - here is the place to do that for sure! Hearing that the services we work so hard to offer are appreciated and mean so much to our customers is super rewarding and let's us know we are on the right path.But we also have some really challenging customer interactions and how we deal with those is also a vitally important part of our customer experience.
On that front, I have been seriously impressed with how numerous staff have dealt with one particular customer over the past couple of months. The messages have been on point, consistent, delivered in a range ways (all of them uber professional) and awesome system notes have been added which has allowed everyone to have all of the facts and be able to present them accurately and logically.
Bonus points go to Martine to who spent well over 30 minutes on the phone calmly providing the resolution options in a way that clearly outlined not only the options themselves, but also the background information, and highlighted that public libraries exist to provide collections to all of our customers.
Because I was thinking about the impact of positive experiences vs successfully dealing with negative ones, I had to laugh at the timely relevance of this little gem that I then found on the Unley staff pod. A random lemon was left behind, and a hilarious staff member then turned it into a fantastic lesson for all of us in LibraryLand.
TL;DR? Feeling the love for working with our amazing library team who are brilliant at not only delivering much valued services, spaces and experiences but also are just as brilliant at stepping up to the plate and dealing with the not-so-fun challenging moments. Go you good things!
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