SCENE by SCENE BREAKDOWN
SCENE 1: Telephone calls
Three contrasting ways of answering a library telephone.
Focus of the training
How should we answer the telephone in our library?
SCENE 2: Mr Travis
Mr Travis has received a notice for some overdue DVDs that he cannot find. But he refuses to pay the charges. He claims that he could buy the DVDs more cheaply from his local market and that they were, in any case, borrowed for his wife. Sez Thornhill persuades him to settle the debt.
Focus of the training
How should we deal with customers who challenge our policies on charging for lost or damaged items?
SCENE 3: Dr Kilgore
Dr Kilgore needs to use the internet urgently and is dismayed when Min Rosebud tells him that all the library computers are in use. When a computer becomes free, Dr Kilgore asks for Rosebud’s help in researching his family history. Rosebud politely refuses, but telephones Sez Thornhill for assistance.
Focus of the training
How should we deal with customers using our public computers?
SCENE 4: Mrs Aksoy
After waiting for Jonny Arbogast to finish a telephone call, Mrs Aksoy, a Turkish student, is told that she owes library charges for some books that she returned late. But she is sure that she brought them back on time. After a lengthy discussion, Arbogast concedes that Mrs Aksoy may be right and grudgingly waives the charges. Mrs Aksoy is not impressed with his approach.
Focus of the training
How should we deal with customers who dispute charges for overdue items?
SCENE 5: Mrs Aksoy, part II - getting it right
According to the library’s computer system, Mrs Aksoy has four overdue books on loan. She is sure she returned them to the library on time. After a brief discussion, Arbogast accepts her account and removes the outstanding charges.
Focus of the training
How should we deal with customers who dispute charges for overdue items?
SCENE 6: Mr Bickle
Mr Bickle is returning some books after an illness. He knows they are late, and is prepared to pay the charges. But he is shocked when he is told how much he owes.
Focus of the training
How should we handle customers who have substantial overdue charges?
SCENE 7: Letter to Lebowski
Arbogast is writing a letter to Mr Lebowski, who has an outstanding charge. Thornhill rewrites it in plain English.
Focus of the training
How should we communicate in writing to our customers?
SCENE 8: Dr Kilgore, part II
Dr Kilgore has a number of complaints to make about the library. Rosebud listens to him, but finds it difficult to get her points across. When Dr Kilgore shouts at her, Rosebud makes it clear to him that his behaviour is unacceptable.
Focus of the training
How should we deal with complaints from angry customers?
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