Task 6: Tutorials

I thought it was interesting that the Ohio Library Council had tutorial for new staff. I think that that sort of orientation is a really good idea. I enjoyed browsing the part about cataloging. I had a pretty good handle on the Dewey Decimal System before I started working here, but I didn't get too much information on it when I started (of course, I think we can all say that we got great training in shelving). I think it's good for us to have somewhat of an understanding of those sorts of behind the scenes things when we work in the library. I also liked the part that talked about how everyone contributes to the mission of the library. It puts a different spin on your job when you put it in the context of "how do I fulfill the mission of the library?"

I shall now move on to Customer Service 123. I thought it was really interesting that it said that 68% of customers who quit using a certain business do so "because of indifference by sales and service personnel." I guess I didn't realize that the number was that high. Bottom line: we should make it so that people would rather wait in line to be helped by us than to use self check-out. I think the question "How would the last 3 customers you worked with rate you?" is a really good question to ask ourselves periodically. Last night (literally last night) my grandmother told me that there was a girl who helped her at the grocery store and while she did she asked my grandma simple, pleasant questions and just seemed like she cared. My grandma said that it made her feel really good and that I should make people feel like that in my job.

The part that I liked the most and really agreed with was the part in Customer Service 123 where it talked about how every position in the library--including behind the scenes--is a customer service position. I have always felt strongly that good customer service in the library extends past smiling and being pleasant while helping someone face-to-face. Properly checking in someone's books for them is good customer service. In contrast, not paying attention to the screen and accidentally not checking in someone's books for them before they get put on the shelf is really poor customer service. Just think about it--patrons can get pretty upset or at least anxious when they see that a book they are sure they returned is still checked out to them. Making people upset or anxious is not good customer service (it doesn't matter that they don't know it was you). I could go on and on about how all kinds of behind the scenes tasks are in fact customer service, but this particular one is my soap box. So watch the screen!!!