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.