Thank you very much everyone who has expressed their opinions. It is very interesting to hear others views on this topic.
I have been noticing that the staff who actually deal with the public and are experiencing these changes are weary of these changes taking place, namely training the public in serving themselves. As we are dealing with the public daily we are seeing the possible impact this could have on our image as a customer service friendly environment. It is very difficult to approach people and direct them in serving themselves when this has been our job up to now. I do appreciate others who have expressed their opinions but I must say that if you are not in customer service then it is hard for you to understand the difficulty in implementing these changes and therefore seeing these changes in a positive light.
I would recommend others who have not tried this new approach in customer sevice spend a week doing this. I do not mean this in a negative way but to give everyone the oportunity to try this approach, then we could have many more opinions and maybe many more ideas in implementing these changes.
I feel this particular topic is very important because if all libraries are to consider these changes, a change I consider to be very BIG and very important on the impact it could have on libraries then as much research and thought needs to go into these changes. I feel customer service and our approach to customers is our main duty, therefore we need to get this right in order to go forward in a positive way.
More opinions please!
Nov 7, 2007
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2 comments:
Yay Zoya
Positive thoughts do have positive outcomes
I think we are failing in our job if we do not teach others how to find information for themselves so we should not seek to give them the information but teach them where to locate it, and giving them options, and by directing them we are giving them the confidence to seek even more information without us.
Some will pick this up quickly others we will have to show over and over, everyone learns at their own pace.
Good customer service is evaluating at what level we need to provide assistance and providing it.
Every customer should be treated as the first customer of the day.
Astrok
Well said!
I agree with you completely. It is also very gratifying when you have taught someone how to find information themselves and see how happy they are when they realise they can do it.
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