Random
Where did Michaela go to college?
UTC
What ILS system does the library use?
TLC
How many customer service basics skills did we cover?
6
Meet the _ of the person.
needs
De-escalation comes from _.
within
What country is Cecilie from?
Norway
What's the library's phone number?
(615) 384-5123
What kind of knowledge do you need?
organizational
Never tell someone to
calm down
What policy covers the rules of behaviors in the library?
code of conduct
What is Michelle's middle name?
trick question - it's Michelle
What newspapers are available online?
NYT & WSJ
What is the most important thing you must have if you're going to be successful at customer service in the library?
you must want to help the public.
Reflect _ & _ toward the person.
respect & dignity
Name the 3 Rs
Recognize
Reframe
Resolve
What generation is John Chatman in?
Gen Z
How many hours is the library open a week?
56.5
Some people believe they can do this well, but it's generally a myth.
multi-tasking
Call the police when
the person is genuinely dangerous
when you ask a person to leave and they refuse
Shift this phrase:
this is a library problem patron
this is a person having a problem inside the library.
Name the cities in Robertson County.
Adams
Cedar Hill
Cross Plains
Greenbrier
Millersville
Orlinda
Portland
Ridgetop
Springfield
White House
What is the mission statement?
To inspire lifelong learning through connections to knowledge and the communities of Robertson County.
What should you channel when at the front desk?
a meerkat
How many guiding principles did we cover?
3
What should you do if there is a continued problem with a patron?
document violations of rules.