ESU LI 802 XA Theoretical Foundations of Service Diagnosis & Customization

Day: Friday Date: November 18 Title: The Marriage of Service and Science: Customers and Information Objective: TSW
Inquiry

Presenter: Mindy Brunkhardt Year: 2011

Appreciate the complexities of quality customer service by telephone, and consider applications of telephonic customer service in their traditional library APK: Activate Prior Knowledge (20% = 6 min.)

Have you ever called customer service..And was thrilled at the chance to do so? And couldnt wait to get off the phone? Thought the representative didnt know what they were talking about? Didnt want to get off the phone? Was appreciative of the service and information received? Took the survey after the call?
TIP: Teacher Input (20% = 6 min.)
Modeling

What is interpersonal communication? University of Northern Iowa School of Business describes interpersonal communication as communicating one-on-one with another human being According to one of their websites, this includes basic conversational skills of listening and speaking, an understanding of yours and others personalities and cultural, and knowledge of conflict avoidance and/or resolution There are many aspects of interpersonal communication Visual, verbal, auditory, sensory, body language, facial expression Removing one often greatly inhibits the communicators What is quality customer service? Quality is always the result of: high intention, sincere effort, intelligent direction, and skillful execution Quality customer service represents the wise choice of many alternatives in the best interest of the customer and the company. How do you provide quality customer service when you are using limited interpersonal communication avenues? Complete the social styles inventory and graph the results Explain the results External factors the degree of controlling others and the environment Complaint (unassuming, willing, following, selfless) Assertive (demanding, forceful, driving, ambitious) Internal factors the degree of expressing our emotions Restrained (deliberate, controlled, serious, introverted) Expressive (reactive, uninhibited, sentimental, extroverted) Explain the goal to be fairly centered, and when not, to be flexible to meet the needs of the customer to quickly determine the personality or social style of the other individual
Active Manipulation of Content Writing Summarizing

Notes for TIP:

SAP: Student Active Participation (45% = 13.5 min.)

 According to Massin, businesses that are repeatedly touted for having legendary customer service already have built into their service model what information professionals already do on a daily basis. He cites two public libraries that currently have a code of customer service, some of them mentioning the most mundane of answering the phone and responding to emails. He also states that other exemplar private-sector businesses have in their list of required services meeting customers eyes, believe that every employee is able to meet the customers needs, and to not transfer a customer on the phone unless absolutely necessary. Massin states that with the increased reliance on public services, librarians cannot afford to not be excellent at customer service. Huang and Ryan describe two different types of service states. The first is the customized services that require the employee to discover the needs of the customer and to create the service experience for the customer (p. 458). The second is standard service, which is bounded by the service script or existing expectations, and therefore, the expression of individual personality states is constrained (p. 459). However, the relationship between *extroverted-ness] and friendliness [in service professionals] was weaker in customized service jobs than in noncustomized (sic) ones (p. 451). Ployhart, analyzing the resource-based view, states that there are two types of human capital for a business and that both types, if not directly equally important, are important for effectiveness. The first type is unit-specific human capital where the individual is trained for a specific job. They understand what other peoples jobs entail, and they know what is required of them. By knowing these things, and having the goal to service the customer, the business is able to produce a team that is efficient and productive. The second type is generic human capital. Without generic human capital, the business would not be able to train the unit-specific capital in their jobs, or see the overall importance of each units specific responsibilities. Lastly, Quinn describes the four characteristics of quality phone reference: speed, etiquette, versatility, and promotion, and expounds on the policies and guidelines for quality service.
20 Word Summary

Notes for SAP:

ISS: Identify Student Success (15% = 4.5 min.)

To Ployharts human capital applied to my library/my position.

*Vocabulary Strategies:
Picturing Standard services and customized services

*Differentiated Instruction:
Graphic Organizer