[Publib] 50 things...

[Laura Carruba]

>>> s shoar <sshoar at ualibrary.org> 11/5/2009 9:11 AM >>>
<< Good customer service entails knowing what to do when and how,  sometimes pointing is the only action needed, while there are times that you have to walk a patron to the bathrooms. >>

So maybe a good general rule would be to promote situational awareness? I've been following the "telephone patron" thread since it first started and it seems less about which patron to help first and more about knowing the institutionally-approved thing to do in a given situation. So what would the director or branch head want done in that situation? Do all the staff know it? Even the part-timers? Are there staff forgetting or refusing to do it?

Laura Carruba
assistant cataloger
Roanoke County Public Library, HQ/419
lcarruba at roanokecountyva.gov 
Hollins '05