Reserve look-up
When working at the Reserve desk, it's important to encourage Library users to utilize the Reserve Computersthemselves to look up Reserve item call numbers. This helps cut down on lines so we can get them on their way quickly and efficiently.
Please consistently follow these guidelines:
1) Whenever there is a line, please direct people to the computers to look up what they need and write down a call number.
(Note: remember that when lines form, another good strategy is to call for backup - another student or staff)
2) When there is no line, look up the item for the person, showing them how to use the Reserve catalog. Then explain that there are two computers they can use to look up what they need and write down call numbers. Pleasantly ask them to please use this resource in the future.
Remember Good Customer Service. When directing people to the computers, do so with ultimate customer service finesse. You can say something like "Thank you! This will really help us get what you need even faster." Most of all, avoid communicating in a way that sounds like you are ordering the patron to do something. Instead, pleasantly ask, for example, "Would you like to use one of the computers we have especially set up to look up course reserve items? Then, just write down the call number -- this will really help us...Thanks!".
Lastly, if a patron really wants/needs you to look up an item, do so, even if there is a line (yup, that old saying applies here: 'the customer is always right'). There could be many reasons for this: Their arms are full and can' t use the computer, they are frazzled, in a hurry, frustrated, don't know how to use the Reserve catalog etc. -- all great reasons to look up the item for the person.
This is different from how things have been done for a while, and may even be different from the training you received. However, from now forward, we would like to consistently adopt this way of serving Reserve patrons.
Let me know if you have any questions.
All students please comment that you have read this post.
Comments
I will be sure to follow these procedures!
Posted by: Joe M | October 12, 2006 03:12 PM
gotchya
Posted by: Kyle | October 12, 2006 04:07 PM
yeppers!
Posted by: daryn | October 12, 2006 05:28 PM
got it!
Posted by: marge | October 13, 2006 12:00 PM
got it
Posted by: Brent | October 13, 2006 01:48 PM
got it
Posted by: marge | October 13, 2006 01:50 PM
got it
Posted by: adam e | October 13, 2006 01:51 PM
Sounds good!
Posted by: Charlie | October 14, 2006 01:52 PM
gotcha
Posted by: jacey b | October 15, 2006 06:48 PM
got it
Posted by: Stephanie | October 15, 2006 06:50 PM
Got it
Posted by: Alicia F | October 16, 2006 08:49 AM
rock on
Posted by: brandon | October 16, 2006 03:23 PM
odah gk
Posted by: Darin V | October 16, 2006 08:17 PM
got it
Posted by: Shaylee | October 17, 2006 08:07 AM
got it
Posted by: Marie | October 23, 2006 12:27 PM
I read it. Usually I try to get patrons to try to find the call number themselves even if there isn't a line. I think it is always better to enable the patrons instead of letting them rely on us all of the time.
Posted by: maggie | January 24, 2007 09:31 AM