Collier Team Meeting
October 15, 2014
Note Prepared by: Marcos Martinez
JULIA BRADLEY: All of us in this team must work together to help our newest team member, Julia, become well equipped on the service floor. You may see on the schedule “CSD – TR” which means Julia will either be shadowing you at the desk or you will assist with her hands-on training. Julia will be taking on the computer classes and open job lab, serve as volunteer coordinator, provide staff training of online resources, and maintain laptops/desktops to check for issues.
SIRSI & PLACING HOLDS: A few customers have reported their request for items, made with COL staff, have been sent to CEN for pick-up. Ensure the appropriate pick-up location is selected when using SIRSI “Place Holds” wizard. To assist customers, please utilize the online catalog to place holds for customers. Before confirming the hold request, ask the customer their preferred pick-up location.
October 15, 2014
Note Prepared by: Marcos Martinez
JULIA BRADLEY: All of us in this team must work together to help our newest team member, Julia, become well equipped on the service floor. You may see on the schedule “CSD – TR” which means Julia will either be shadowing you at the desk or you will assist with her hands-on training. Julia will be taking on the computer classes and open job lab, serve as volunteer coordinator, provide staff training of online resources, and maintain laptops/desktops to check for issues.
SIRSI & PLACING HOLDS: A few customers have reported their request for items, made with COL staff, have been sent to CEN for pick-up. Ensure the appropriate pick-up location is selected when using SIRSI “Place Holds” wizard. To assist customers, please utilize the online catalog to place holds for customers. Before confirming the hold request, ask the customer their preferred pick-up location.
“OP/$”: If you running
to the bank to break big bills, you must transport the money in an envelope
from the Library and back to the Library. This is for your safety and to not
draw attention when you are transporting. Also, it is best to run to the bank
prior to opening time to ensure we have change ready then. Have another team
member witness how much you are transporting by counting the bills to them and
again when you return.
CUSTOMER COMMENTS:
Customer comments are greatly appreciated. They tell us when we are doing a
great job and when we are not doing a great job. If we are falling short on
something, we want to know that we are. Receiving customer complaints is a good
thing in that we become aware of something is amiss and we can work to improve
or correct it. Listen attentively, apologize if necessary, assure them comments
will be passed and thank them. Use customer comment forms (found in CSD drawers
and at front lobby area) to gather feedback. Let customer know they may fill
out later and drop/mail to us.
INFORMATION DESK & CHECKOUT: Customers have filed complaints stating we, staff, are not wanting to
assist customers when stationed at the desk. They’ve stated they have been
given a paper with call number and pointed the direction to go. Another was
when we informed customer(s) we no longer check out and we are only reference.
The CSD is the
information desk. Please be mindful of the word choice used when informing and
assisting customers on transactions at CSD and self checkout. Also, the word “self-checkout”
should not be used on the public floor with customers. This may give the wrong
message of us stating “do it yourself”. The word to use is “checkout area/desk”.
When directing them to use the checkout machines to checkout materials, please
offer assistance. My expectation is that we go out to the floor to assist
customers where and when needed. The chairs at the CSD are not designed for
using the full hour(s) you are assigned at the CSD. You will be moving often as
customer need assistance.
TEAM WORK: Work
together to assist customers and address concerns. All of us have a basic understanding
and skills to deliver customer service, but we each have special expertise and
skills to contribute to the team in order to deliver exceptionally to
customers.
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