Our customers contact us in a variety of ways, and we want to share our fantastic Library Land skills and knowledge with them regardless of what format they contact us in. Probably not sky writing or carrier pigeon (although...) but definitely the major candidates that we openly offer like face-to-face, phone, email and the web.
So keeping the customer experience focus it is essential that
we respond to our customers in our same awesome, consistent and timely fashion
regardless of what method they use. To this end is is crucial that we keep on top of our LIB ADMIN emails.
While yes, we should also be dealing with these on STAR
shifts during the day when time permits, it is often crazy busy with
face-to-face and phone customers so the opportunity doesn’t always arise – this
is why it is an essential LIB ADMIN task that must be completed each day. We
don’t want to leave our customers hanging!
There are always two LIB ADMINers rostered on, usually with
one of them starting @ 9:00 AM, so there should always be time to complete this
important task…and if there are reasons why this can’t be done or you just need
some helpful advice, then call in support from your shelving buddies… and if
this isn’t possible then do as indicated in the LIB ADMIN procedures and “If
you are not able to complete all of these before the library opens, please let
the first STAR staff know that it needs to be completed.”
And remember, if you need a refresher you can always find the LIB ADMIN procedures on the intranet under Library – Policies and Procedures. It has all the good details regarding what tasks are included and how it all works.
So go forth and respond to our customers as they contact us, maybe even if a carrier pigeon is involved :)
