On my last work weekend, I had a customer come up to me and try to give me her library card number from a text message on her phone and got upset when I told her we would need the physical card or photo ID to pull up the account. She responded that everyone at the desk does it for her all the time. We know people say that all the time and it really doesn’t mean much anymore, but feel it should be restated that we cannot check items out or open the account without the physical ID or library card. We would like to remind everyone that doing it just that once for the customer means that customer can send you down the river if it means they think they can get their way and it puts your coworkers in a very awkward position in the future. If a customer is returning items and wish to know their balance or if they have any items still out, this should be fine, however we cannot check out anything until we see an ID or library card.
We understand customer service is at the forefront of our duties and we appreciate everyone’s willingness to do right by the customer, but we need to remember internal customer service is as important as external. When we set a precedent for one customer, it means they will expect the same treatment in every situation, even if a customer is a regular and we know their names and account numbers by heart, we must remain consistent when assisting customers.
If there are any issues you would like to be addressed here or just feel need to be restated, please feel free to contact Daniel. This can be done through email or can also be done anonymously if so desired through a note left on the desk and we will post the question and response as soon as possible. As always, if anyone has any questions or comments, please feel free to ask!
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