Reference Observation: Customer Service ELYSSA EVERLING HERMINA ANGHELESCU LIS 6120 25 NOVEMBER 2014
Transcript
1. Reference Observation:Customer ServiceE L Y S S A E V E R L
I N GH E RMI N A A N G H E L E S C UL I S 6 1 2 02 5 N O V EMB E R
2 0 1 4
2. Introduction*Libraries exist solely for the
customer*Customers should always remain the central focus of
everything a library does*Good service allows the library to be
seen as essential within the community*Libraries must follow the
basic principles of equality and access if they wish to have a
positivereputation in the community
3. About the Library*Located about an hour from
Indianapolis*Serves a large county, consisting of both rural and
urban areas.*The county has a population of 141,888 (In Depth
Profile, 2013)*The county-wide system has two branches. One is
located in the downtown area of the majorcity, and the other one is
located fifteen minutes outside of the major city.*Aside from the
two branches, the system also offers homebound deliveries, jail
services and abook mobile that goes around to daycares, nursing
homes and schools.
4. Cross-Training and Customer Service*Cross training helps to
make the library more efficient.*Patrons are not given the run
around when searching for an item or needing answer.*Cross training
has the potential to make employees feel more empowered and valued
withinthe organization.*It can be cost-effective for the
library.*Cross training has been met with some resistance because
some feel it is devaluing the MLIS.
5. RFID and Customer Service*Was recently employed in both
buildings*Cuts down on items being missed when checked in or
out*Allows for self serve terminals to both check out and check in
items*Improperly shelved items can be found relatively easily*The
only downside being that it does cut out human interaction,
although there is still a staff ifthe patron wants or needs that
interactions
6. Systems That Could be Improved*Placing, pulling, trapping
and transferring holds*Computer usage and asking for ID
7. Conclusion*Informative in both a personal and professional
level*Interesting to see how different libraries handle the same
issues