Customer Service
Helping patrons find information, resources, or services is known as this.
What is customer service?
Participation in opening duties should be a _ _ _ _ effort.
What is TEAM?
What could a staff member be working on that should be submitted at the end of each month?
What is Monthly Report
How many minutes before closing should the first closing announcement be made?
What is 30 minutes before closing
The picklist should be completed by
Jacaranda Library Staff in the morning and looked at again in the afternoon for staff to complete OR could be offered to a volunteer if interested and all shelving has been completed.
Two nonverbal ways to welcome a patron
What is a eye contact and a smile :)
Location of where you can find links to the Daily Room Schedule Template and Herald Tribune Daily Crossword
What is Jacaranda Dashboard under "Quick Links"
What should you check at least once per shift?
What is "E-mail and Microsoft Teams" for branch and library system updates
What items need to be pulled 30 minutes to an hour before closing?
What is Expired holds
What does PENDING DATE indicate?
What is the date the patron requested the item
This term describes the support and service employees provide to the people you work with and with other employees within the same organization.
What is internal customer service?
You must check the public printer for what?
What is printer paper
What task should you complete by end of day Thursday (Friday morning by latest)
What is submit your timesheet in Workday
At closing time, staff should never.........when exiting the building.
What is "walk out to the parking lot alone"
A feature you can utilize on the Picklist when you use an iPad
What is "mark items as located in the picklist" by selecting the "Located" button (removes item from Pending tab and moves to Located tab"
Someone requests a paper clip and you hesitate. When thinking of the motto "Give em the pickle," what would you do?
Give them the pickle aka the paper clip!
What tasks should the first staff member scheduled on desk do?
Login to their computers
Load and login to Polaris, CircIT Client, TBS, Library Market, Library Catalog, Microsoft Teams
Front Desk: Check for Study Room B reservations
What are three communication methods you could use to ask for additional staff assistance?
2. Ring the doorbells in Circulation Workroom and Reference Workroom.
3. Call a staff member's phone extension.
How many minutes prior to close should meeting room and study rooms be vacated?
What is 15 minutes
What is the tab called for materials that have expired off the hold shelf and need to be pulled by staff?
What is "Holds to Action"
Five internal customer members (excluding Jacaranda Library Staff)
- Info Central
- Digital Services Team (Jamie, Diego, Andrea)
- Library Administration
- Friends of the Jacaranda Library Board Members
- Volunteers
- EIT
- Facilities
- Human Resources
Five important tasks that should be completed before opening
What is:
1. Empty bins and roll out full carts to volunteer area.
2. Check in unclaimed items from night before.
3. Pull materials and check in the Picklist.
4. Print off and distribute Daily Room Schedules.
5. Staff member assigned to Circ, Youth, and Reference sign in to their computers in advance.
6. Fill in book displays.
7. Replenish fliers/event calendars.
8. Turn on all public computers, catalog computers, and payment kiosk.
9. Turn TBS scanners on & fill paper in the Xerox.
10. Check in newspapers.
11. Print off 20 Herald Tribune crosswords.
Five Circulation Related Tasks that can be done during the day:
1. Emptying the bins
2. Pulling holds and check in
3. Wanding
4. Checking in delivery
5. Shelving holds or carts (if low on volunteers)
When walking around the library checking for patrons, staff should also be:
What is push in chairs and collect materials left around for reshelving.
What is the passcode for the iPads?
001660