Library Customer Service: Dos and Dont's

Evergreen Branch Library SJPL

12 Jan 201603:24

Summary

TLDRThe video script revolves around a library setting where various customers seek assistance for different needs. A customer declines a movie invitation to explore downtown instead, while others inquire about books for a second grader, cookbooks, and biographies. A librarian guides patrons to the appropriate sections, emphasizing library etiquette, especially concerning a child running around. The dialogue highlights the librarian's role in navigating the library's resources and maintaining a calm environment.

Takeaways

🎬 The speaker initially declines going to the movies, choosing to go downtown instead.
🚫 The speaker expresses annoyance at being interrupted while on a call.
📚 A customer seeks assistance in finding books for a second grader, mentioning a list provided by the teacher.
👩‍🏫 The librarian offers to guide the customer through using the library catalog.
📖 Another customer asks for help finding cookbooks and is directed to the nonfiction section.
👶 A child is running around the library causing a disturbance, prompting a request for the parent to control the child.
🍞 A customer is looking for cookbooks to bake bread and is shown both new and regular collections.
😤 A librarian expresses frustration at the library being treated like a daycare.
👋 A customer asks for help finding a biography in the 300s section, but is informed that biographies have their own section.
🔍 The librarian assists the customer in locating the biography section.

Q & A

Why does the person refuse to go to the movies?
-The person refuses to go to the movies because they prefer to go downtown instead and they express a dislike for space movies.
What is the initial interaction between the customer and the library staff?
-The initial interaction is the customer asking for help in finding books for their second grader, and the staff offers to show them how to use the library catalog.
How does the library staff assist the customer with the book list from the teacher?
-The library staff offers to show the customer how to use the library catalog and guides them through the process of finding the books listed by the teacher.
What is the issue with the customer looking for cookbooks?
-The customer is having trouble finding cookbooks because they are unsure of what 'nonfiction' means and need assistance locating the section.
How does the library staff handle the request for cookbooks from a new visitor?
-The library staff offers to show the new visitor where the cookbooks are located and helps them navigate to the appropriate section.
Why is the library staff concerned about the child running around?
-The library staff is concerned because running in the library is unsafe and they want to prevent any accidents from occurring.
What is the issue the customer is facing when looking for a biography in the 300s section?
-The customer is confused because biographies have their own section and are not located in the 300s section as they initially thought.
How does the library staff assist the customer in finding the biography section?
-The library staff clarifies that biographies have a separate section and offers to guide the customer to the correct location.
What is the library staff's reaction to the customer's request for help with the biography?
-The library staff is helpful and understanding, offering to show the customer where the biographies are located.
What is the overall tone of the library staff in assisting customers?
-The library staff maintains a professional and helpful tone throughout their interactions with customers, despite some interruptions and challenges.

Outlines

00:00

📚 Library Assistance and Misadventures

The script begins with a customer declining a movie invitation to go downtown, followed by a librarian assisting various patrons with their requests. A parent seeks help for second-grade reading materials based on a teacher's list, and the librarian offers to guide them through the catalog system. Another patron inquires about cookbooks, and despite a minor confusion about the 'nonfiction' section, the librarian directs them accordingly. A third patron also looks for cookbooks, and the librarian offers to show both new and regular collections. There's a disruption caused by a child running around, prompting the librarian to remind the parent of the library's rules. The script ends with a customer looking for a biography in the 300s section, and the librarian clarifies that biographies have a separate section and offers to show them.

Mindmap

Keywords

💡Library

A library is a curated collection of resources, typically including books, periodicals, and sometimes media like DVDs and digital databases, made accessible to the public for reading, studying, and research. In the video, the library serves as the primary setting where various characters interact and seek assistance for their reading and research needs, illustrating the library's role as a community hub for knowledge and information.

💡Customer Service

Customer service refers to the assistance and support provided to customers before, during, and after their purchases or use of a service. In the script, customer service is exemplified by the interactions between library staff and patrons, where staff members assist in locating books, providing guidance on library resources, and ensuring a pleasant and helpful experience for visitors.

💡Catalog

A catalog is a systematic and organized list of items, often found in libraries, that helps users locate specific resources. In the context of the video, the library catalog is a tool used by patrons to find books, and the staff member offers to guide a patron on how to use it, highlighting the importance of navigating library systems to access information.

💡Nonfiction

Nonfiction refers to literature or other content that is based on fact, real events, or real people, as opposed to fiction, which is based on imagination and invention. In the script, a patron is directed to the nonfiction section to find cookbooks, indicating that cookbooks are categorized as nonfiction because they provide factual information on cooking and recipes.

💡Teacher Recommendations

Teacher recommendations are suggestions made by educators to guide students towards beneficial resources, such as books, that align with their curriculum or personal interests. In the video, a parent is looking for books for their second grader based on a list provided by the child's teacher, emphasizing the role of educators in fostering literacy and learning outside the classroom.

💡Cookbooks

Cookbooks are instructional guides that contain recipes and cooking techniques. They are often sought after by individuals interested in learning how to prepare specific dishes or improving their culinary skills. In the script, patrons are looking for cookbooks to help them cook bread, showing the practical application of library resources in everyday life.

💡Biography

A biography is a detailed account of a person's life, written by someone other than the subject. Biographies are often found in the nonfiction section of a library and are a valuable resource for those interested in historical figures or personal narratives. In the video, a patron seeks help locating a biography, indicating the library's role in providing access to diverse literary genres.

💡Parental Supervision

Parental supervision refers to the oversight and care provided by parents or guardians to ensure the safety and well-being of their children. In the script, a library staff member calls for a parent to supervise their child, who is running around the library, highlighting the importance of responsible parenting in public spaces.

💡Behavioral Expectations

Behavioral expectations are the standards of conduct that are deemed appropriate in a given setting. In the library, these expectations include quietness, orderliness, and respect for the space and resources. The script illustrates this when a staff member reminds patrons about the no-running rule, emphasizing the need for maintaining a conducive environment for learning and reading.

💡Assistance

Assistance refers to the act of helping or supporting someone in their needs or tasks. Throughout the script, library staff offer assistance to patrons by guiding them to the right sections, helping them find specific books, and providing information on how to use library resources, showcasing the supportive nature of library services.

💡Reading Materials

Reading materials encompass a wide range of texts, from books and magazines to digital content, that are intended to be read for pleasure, education, or research. In the video, patrons are seeking various reading materials such as books for a second grader, cookbooks, and biographies, reflecting the diverse interests and needs of library users.

Highlights

Customer expresses disinterest in going to the movies and plans to go downtown instead.

Customer is dismissive of the movie genre 'space', indicating a personal preference.

Library staff member acknowledges an 'annoying customer', showcasing a challenging customer service scenario.

A request for help is made, highlighting the library's role in assisting patrons.

A parent seeks assistance in finding books for their second grader, indicating educational support needs.

The library has a catalog system, suggesting a resource for locating materials.

A teacher's book recommendation list is mentioned, showing collaboration between educators and the library.

A guide on using the library catalog is offered, emphasizing the library's educational role.

A request for cookbooks is made, indicating the library's diverse collection.

The term 'nonfiction' is explained, demonstrating the library's role in education.

A new patron is assisted in finding cookbooks, showcasing the library's welcoming nature to first-time visitors.

A parent is called out for their child's disruptive behavior, highlighting the library's need to maintain order.

A reminder about no running in the library is given, emphasizing safety concerns.

A biography search request is made, indicating the library's depth of collection.

The library staff corrects a misunderstanding about book locations, showing their knowledge of the collection.

A request for help with a biography in the '300s' is made, reflecting the Dewey Decimal System's use.

The library's separate biography section is mentioned, showing the organization of the collection.