As a returning student after working in the real world - I have come to know customer service quite well. Though the library staff is knowledgable - some seem to lack people skills. I understand that it can be hectic early in the semester, with students constantly borrowing text books...but there is no excuse for any of the staff to loose composure the way I witnessed it. In this case, the student did not put the text book in the assigned drop, instead she left it on the table - because it was due any moment... It is not an excuse. This is not the only department I have seen such behavior - and some seem to forget, students are people too. In this case, these 'people' are the customers..and directing students, is your job.
Thank you.
Concerned student,
Thank you for bringing your concern to my attention. I am saddened to hear that one of our staff members "lost their composure" while at the desk. It is our goal to treat students and library patrons as customers and to make certain that we serve their needs in the best, most helpful way possible. The hectic beginning to the semester is no excuse for mistreating anyone in our library.
If you witness this again, please give a detailed description of what happened and at what time it happened, so that I can discuss it with the staff member on duty. I will share this letter with my staff to ensure this doesn't happen again.
Thank you,
Eric Hanson,
Access Services Librarian
Monday, September 22, 2008
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