Customer Service

I am one of those odd people who don't mind going to the DMV because--contrary to popular reputation--the employees at my local are friendly and helpful. I still have to wait in line to be told which line to wait in so I can wait in line, but I can handle bureaucracy if it’s polite.

So when a colleague asked if I’d mind picking up the Library's order of Rules of the Road booklets on my way into work, I was more than happy to oblige. It was, after all, just across town.  How hard could it be?

This particular DMV crew must not have gotten the "we're nice here" memo. I interacted with three people in my ten-minute visit and the best thing I can say about all three interactions is that they only lasted a couple of minutes apiece. By the time I received what I came for my face was flushed, my hands were shaking, and I couldn’t get out of there fast enough. A little oversensitive? Who, me?

I find that to be terribly sad. Not the fact that I, a grown woman, allowed the DMV to intimidate me (though I did give myself a stern talking-to in the car), but that there are people who work in an industry that has such a poor customer service reputation. How lucky am I? I get to work in a well-loved industry. Libraries have their own reputation. And it's a very favorable one. 

Librarians are friendly, knowledgeable, interested in their patrons, and (usually) more than willing to go out of their way to chase down that title, research that question, or make a copy of that article. People are eager to go to libraries. They spend hours here. I cannot tell you how many times I’ve been late getting to lunch because one more patron has sought me out to say hello. And I don’t mind, because that means I’m doing my job. I am a friendly, approachable librarian.

There is a difference between customer service and good customer service. Anyone can be taught customer service. Answer the phone. Put a book on hold. Help someone print a document. Explain how to download an audiobook. Learning the mechanics of serving the public--whatever industry you’re in--is easy. It’s attitude that matters. Did I get what I came for at the DMV? Yes. Was it a pleasant experience? No.

So what is good customer service? Service with a smile. It’s all in the delivery. There is a world of difference between a flat “that book is checked out” and “I’m sorry our copy is checked out, but I can add you to the waiting list.” Or “Unfortunately, we don’t have the capacity for public FAXing here. Let me print you a list of nearby places that do” versus “You can’t FAX here.” All four of those statements are true, and all four are customer service. But not all four are good customer service.

I think I would rather be told “I’m sorry, we don’t have/can’t offer (whatever)” by a polite employee with a Plan B (i.e. putting my name on a waiting list or sending me elsewhere) than get exactly what I came for from a rude employee.

That might just be me, but I know one thing for sure. If I ever provide just “customer service” to my patrons, I hope someone calls me on it.