[Publib] (no subject)

[Sara Weissman]

>>What's your customer service take on telling patrons "Sorry this is
slow, our server is down" or "Sorry, there are several librarians sick so
we're a little slow today"
  If it's true, why not say it? With rueful good humor, to be sure. Here,
we APOLOGIZE when the server is sludgy slow and is holding the patron
up.

>>"Sorry, we can't offer that service anymore because we don't have any
money"?
   Need to be a bit more tactful ..this can sound like an assault on one's
funding authority ..and that can backfire.

>>Is "don't say something's wrong" a Customer Service Truth?
No. Particularly not when it's the patrons' tax dollars that support the
service. Not a good time/place/audience with which to "pretend" there are
no problems, nothing wrong. They know better ..don't fake it.


-- 
Reference Dept
Morris County Library
http://www.mclib.info