Customer Service
____________ must be within the sight of the owner and storable under the user's chair. The library is not responsible for personal property which is lost, damaged or stolen.
personal property
Amount of items to check out to earn a plush during 4/15-30
30
The amount of items a customer may borrow on 1 library card.
60
The amount of times a customer should be contacted for a SNAG item
3
The cost of a flash drive and the cost of ear buds
$7 and $1
Friendly
Interested
Responsive
Service Oriented
Trustworthy
The last day of the Cover to Cover Program
4/13
amounts over $4.99.
An account with over $24.99 in fees, will be submitted to collection in this amount of time.
21 days
Two upcoming events at the library
Kinder Readiness Fair- 4/16
Take Your Child to Work Day 4/25
Staff Development Day- 4/26
Typical escalation process for customers that are not abiding by the customer code of conduct.
Verbal warning then written warning.
Serious violations of the codes may result in the issuance of a written warning notice without a verbal warning.
1 Week
The amount of days that customer holds are held
10 + 1 (11 days)
The form of payment that cannot be accepted on the FOL-FON and Manager-FON account.
Check payment
3 Steps to take when an X-11 is not functioning correctly.
1. Turn it on and off.
2. Inform a lead verbally and via email.
3. Place an Out of Order Sign on the device.
A customer can renew a study room when and if...
if a customer isn't waiting for it and at the end of their hour.
Week of 4/21 or 4/22
Customers who may be provided with an internet only card.
Available to out-of-state residents who only want to use the computers. This card is good for two weeks and may be renewed one time for a total of four weeks in a year’s time. This card is free of charge.
What customers should know about making partial payments on Lost item charges.
Partial payments are non-refundable.
The note placed at the top of a CDR that has been rewritten by a manager, because it was not legible.
R1
Internal- co-workers, supervisors, other county departments, 3rd party vendors, porters, city staff, guards, FOL
External- Everyone else- regardless of any factors
Note: Internal and external customer service are impaired or enhanced by the way we deliver messages in our communications.
All the days and times that toddler programs are offered during a normal program week.
Thursdays at 3pm
The cost to process an Inter Library Loan
$3-Non Refundable
Customer must pay the $3.00 ILL search fee required by the San Bernardino County Library. The fee is for each request and must be paid at the time of the request. Customers must be advised that this is a non-refundable search fee, even if the item is not available through ILL.
Item Refund Guidelines
Items must be returned to staff at a service desk.
Items must be returned within 90 days of payment for the lost item.
Customer must have the written receipt for payment of the item.
Item replacement charge must be paid in full.
Information to provide when a customer wants to rent the steelworker's auditorium.
The contact information for the City of Fontana Community Services Department- Can be found online. (909-349-6979)