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Training: December 2009 Archives

Appropriate Clothing

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Do you know what the dress code is for work? When you provide customer service do you know what your clothing is saying? If it is scaring the patron, that is a bad thing. In Walter Library, we ask that clothes be clean, neat, and non-offensive. In other words the shirt with a suggestive saying on it is out and considering the physical activity of the job a short, tight skirt or shorts may be out too. Requirements of the University of Minnesota include, no swimming suits and shoes need to be worn at all times. Remember these simple steps and you will be a star at providing excellent customer service.

If you have any questions about this or other customer service issues, please ask a supervisor.

Explanations

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It's that time again for your weekly customer service reminder! Giving clear explanations to patrons can help score you points. What are these explanations you ask? Here are some examples of what may need an explanation.

Due dates - The difference between Regular Loan, One Day Loan, 2 Hour Loan, 3 Day Loan. This can be confusing to patrons and if we explain it upfront by letting them know when the item is due, it can prevent unhappiness later with fines.

How fines can be paid - Can you clearly explain to a patron what the fine rate is and what forms of payment we accept? If not, you should find out.

What is in the building/campus - Patrons stop at the desk to ask for directions to a room in this building or they may be looking for another building on campus. Use the maps when needed to show where to go in the building or on campus. You can always walk with the patron if you are able too.

A few more items to think about: Difference between collections, what is MLAC, what is a hold or a reserve item?

These are just a few of the many questions that we receive at the desk that need clear explanations. If you have any questions about how you should answer a patron, please talk to a supervisor now. We want you to score well in the Customer Service area.

Greetings

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Saying "Hi" and "Have a nice day" can make a difference between a good customer service interaction and a bad one. Greetings are another point that the secret shoppers look for when they stop by. Please leave a comment with suggestions and ideas for greetings. How can we welcome our patrons into the library?

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