Customer Service Series

A month or so ago I posted a blurt on customer service and asked everyone to give their definition of good customer service. The comments posted had some good content but the lack of comments left were disappointing. As a public library we thrive on good customer service, or at least we should. In light of this priority, I wanted to begin a small series focused on customer service. I will highlight a few articles I have found and hopefully good discussion will ensue.

The first installment comes from a book I discovered while conducting some research for a research class. My topic deals with public access computers and their correlation to library use. I found a book that dealt with managing public access computers and hit the jackpot. One section that caught my attention, for us and not the paper, dealt with handling complaints. We all know that having public access computers in our buildings makes us highly susceptible to patron complaints. These complaints can sometimes have a completely negative effect on us and our work and also how we deal with the next patron. So when I found the section quoted below I knew everyone needed to read it. The section may be a little lengthy but well worth the time.

Handling Complaints (for working with the public and public-access computers)
1. Listen
a. “Start by letting the person with the complaint state their case with little or no interruption from you.”
2. Repeat what the other person says
a. “Starting with the phrase like “Let me see if I understand this…,” restate in your own words your understanding of what the other person said. If the other person agrees that you understand the situation, you say something like, “I sympathize with your frustration” (which is not the same thing as saying you think their complaint is justified).
3. Explain the library’s position
a. “While it should not be your purpose to win a debate with the other person, as an employee of the library it is your job to explain the library’s position—even if you do not happen to agree with it 100%.”
4. Make promises carefully
a. “Make a promise only if you are absolutely sure you can keep it. Never makes promises you cannot keep and avoid making promises in the heat of the moment.”
5. Admit the person is right (when appropriate)
a. “Sometimes complaints are justified, and there is nothing wrong with admitting the other person is right.”
6. Offer alternatives
a. “Alternatives that may seem obvious to you are not necessarily obvious to your users, so offering an alternative or two is always a good idea.”
7. Know when to quit
a. “Discussions can reach the point where they become pointless. At such times, it is necessary to break off and send the complaint up the organizational ladder.”
8. Close on a positive note
a. “If you have not done so already, wind up by asking the person with the complaint for ideas on how to improve the situation. Be sure to thank the other person for their feedback and to take down the information you need to contact them later.”

Barclay, Donald A. Managing Public-Access Computers. New York: Neal-Schuman Publishers, Inc., 2000. (pp. 199 – 200)

I know that every situation will not play out in exactly this manner but some good pointers are given. Hopefully this will help you the next time you have to handle a complaint.

Changes

If you have not noticed, the check ins no longer appear on patron receipts. Seymour has had problems with receipt printing that stemmed from the check in portion of the receipt. So the decision was made to eliminate check ins from the receipt. If you have any questions or concerns let your manager know. Thanks.

You’ve Got To See This

On a trek back from The Museum of Appalachia, I caught (without them knowing) Cat and Britney singing and dancing in the car. Thought everyone might need a good laugh. You’re welcome Cat and Britney!

Embarrassing from Todd Fife on Vimeo.

Customer Service

After some discussion with other staff members, our meetings last week, and my own thoughts, I have thought much about customer service. I want to start a series of blog postings for customer service. In my opinion, customer service ranks higher than any other service we offer. It makes a lasting impression, whether good or bad, on our patrons. Because of this, customer service is a priority. So to begin with discussion I want input from everyone. When you hear the words “customer service,” what immediately pops into your head? Answer this question and we’ll see where to go from that point. Thanks!

Reserves

I wanted to put another reminder on here concerning reserves. Please remember that reserves take precedence over someone wanting to renew material. If a patron brings in, or calls, to renew material but the item is on the the reserve they cannot renew. Please do not override the renewal for any reason. Speak with your manager if you have any questions regarding a particular transaction.

Email Conduct

Just as a reminder, the emails we send are not confidential. All emails go through the county server therefore making them open to anyone who has access to the aforementioned server. They are also never erased and therefore can be forever accessed. With this said, be careful with what you say in an email. What you say can always come back to bite you, well you know where. It is always a good practice to not say something in an email that you would not say to that person face-to-face.

Vacation Policy

KC wanted me to pass along a reminder concerning the vacation policy. All vacation/personal days need to be approved one month in advance. So, when you are making your schedule for the following month, vacation/personal days have to be put in your schedule and approved by your manager and Robin (through the time-off request database on the website). Any day taken off that is not approved a month in advance will be considered a sick day. If you have any questions concerning this policy feel free to speak with your manager, Robin or KC. Thanks.

Reserve Policy

A few cases have occurred concerning a patron wanting to check out a book and it is on reserve for another patron. After conversing with the other managers and K.C., we have decided the patron who brought the book to the desk is the recipient. Although, this is somewhat of a judgement call on your part. If you feel the book on reserve might be used for research purposes then you have the right to tell the patron there is a hold on the book. If you ever need help in making the decision do not hesitate to ask your manager. Feel free to leave comments here with any questions or concerns you may have. Thanks!

Celebrating Earth Day/Week

Found this on a blog called “A Librarian’s Guide to Etiquette.” Thought you guys might like it as well.

Librarians can celebrate Earth Week by…

• Unplugging all of the library’s computers
• Burning library books to save fossil fuels
• Encouraging staff to not shower for a week
• Only circulating green books
• Using patron poop to fertilize library landscaping

Medieval Helpdesk

This is so true! Have you ever helped someone like this before?