|
|
Lesson 2: Empathy and expectations
12:14 PM EDT 3/19/09
This lesson is on the five dimensions of meeting customer expectations: dependability, quality, responsiveness, assurance, and empathy. The empathy one is an area where librarians and library staff sometimes excel and sometimes fail.
On the side of excellent empathy, I think many people who are drawn to our field are naturally inclined to help 'customers' find what they're seeking in the library. If we're trained in good reference interview practices, we're listening carefully and drawing out the real need of the patron.
On the side of failed empathy, I think there's a lot of room for trying harder to get into the patron's point of view. Not everyone is as immersed in the wonders of the library as we are. I've heard so often how intimidated people are to ask for help in a library. Why is that?
This is kind of controversial territory. What do you all think?
|
|
|
|
|
|
RE: Lesson 2: Empathy and expectations
5:17 PM EDT 3/19/09
as a reply to Sharon Streams.
As a Circulation staffer I think that sometimes the stereotype of crabby librarians is associated with our role as rule enforcers. Enforcing circulation policies is an important aspect of our jobs. We are in the business of "enforced sharing."
Unfortunately, many patrons don't see the side of the circulation policies that ensure materials are made available to them. They see the side of circulation policy that won't let them have what they want for as long or when as they want it.
That said, I have found that the more I exhibit friendliness, generousity, and a willingness to listen to a patron while I'm telling them they can't do something, the easier it is for that patron to accept the limits they have encountered.
|
|
|
|
|
|
RE: Lesson 2: Empathy and expectations
5:11 PM EDT 3/20/09
as a reply to Mags David.
That said, I have found that the more I exhibit friendliness, generousity, and a willingness to listen to a patron while I'm telling them they can't do something, the easier it is for that patron to accept the limits they have encountered.
I liked how chapter two stated it: If you can't respond yes, say no, proactively. I do think it makes a difference how we tell our patrons about the limits and constraints. Sort of reminds me of the song from Mary Poppins, "Just a spoonful of sugar helps the medicine go down." Good things to remember especially with patrons that may be kind of demanding and trying.
|
|
|
|
|
|
RE: Lesson 2: Empathy and expectations
5:17 PM EDT 3/20/09
as a reply to Betha Gutsche.
On the side of failed empathy, I think there's a lot of room for trying harder to get into the patron's point of view
I would agree with this statement as well. Sometimes we hear the first couple of words out of the patron's mouth and assume we totally understand what they are asking or looking for. This chapter was a good reminder to really LISTEN and not just HEAR what we think they are saying.
I liked the techniques that were given for empathy.
-imagine yourself in the customer's position
-employ the 3 F's (feel) (felt) (found)
-avoid blaming others (easy to do when in the hot seat)
-avoid giving too much information (a really good suggestion)
-mirror the customer
|
|
|
|
