Date:  November 5th, 2014
Time:  1:30 - 4:00pm
Location:  Bethany Library

Present – Julie Ballou (DN), Cheryl Mann (CC), Denise Ryan (BUS), Jennifer Adkisson (MC), Kevin Sendall (LO), Brittany Barber (CT), Sharon Thompson (DN), Regina Fields (BE), Samuel Garcia (NW), Sally Phillips (SO), Crystal Easley (DC), Phyllis Eagle (BI), Saidah Yakasai (MC), Donna Durbin (BE), Mary Schaefer (CH), Shaina Wells (VI), Caralen Haymens (WA), Donna Adamek (ED), Joseph Burleigh (NW), Jonathan Tolle (CH), Nathan Clymer (AL), Ed Marand (ED), Tindle Arnold (CT), Rena Gibson (RE)

Meeting was called to order at 1:30pm.

Welcome

Julie welcomed those that came to the forum and reminded everyone to share what they learned with the staff at their libraries.

Customer Service Recovery – Julie Ballou (DN)

Handout:  Service Recovery after Service Failure

A customer service failure is an instance where a customer’s expectation of service is not met.

Julie shared with everyone two instances where she personally experienced a customer service failure and the resulting customer service recovery.

Service Recovery after Service Failure …

This 4 page handout has great information about: 

• How customers react after experiencing a service failure…
  
  • Passives, Voicers, Irates, Activists

• Illustrating the Service Recovery Paradox…
• Highlighting the steps to Service Recovery…
  
  • Hear, Empathize, Apologize, Resolve, Diagnose

To put these principles to practice attendees were given various real life examples of recent customer service interactions. These scenarios involved less than pleased library customers, the transition to new software and change.  These mock “trials” were acted out to best identify how to prevent customer service FAILURE and ensure customer service RECOVERY.

• Failures often are a result of poor attitude, lack of empathy and lack of options.
• Recovering greatly is often the result of good attitude, empathy and offering alternative solutions.

Attitude, Resolution and Empathy are key factors in successful customer service recoveries.

• A.R.E. you doing everything you can to recover a customer?

By great recovering of a service failure you have the potential of making the customer happier than if everything went right.

Tips, Tricks, and Tools for Carl-X – Kevin Sendall (LO)

Handout:  Great ways to look up items in Carl-X, How to change the pick-up location on an item that is on the hold shelf

Downtown clerks shared that they use a full laminated sheet and a dry erase marker when they count the money each day.

Returning items can be inefficient because of the Big Red Box. The BRB stops progress and there is no direct work around. Something you can do is separate your branches items from other branches prior to checking them in.

Receiving reserves without labels seems to be lessening system wide.

No information or update on the return of RFID functionality at staff workstations

SYST0043 items in transit over 10 days automatically go on the system card. If you have an item with this label:

• Check in and activate next hold
• Check in again to verify

Library Account Application Q&A – Cheryl Mann (CC)

Handouts:  Carl-X card registration screenshot, Helpful Tips from Circulation Control

Kay Bauman wants to hear feedback and suggestions about the library card applications.  The 12^th version was released 11/3/2014. They are continuing to streamline the new library card application. This single application replaces what used to be 5 separate library card applications!

Library Card Entry Discussion…

The flow between the library card application and how it appears on the screen lengthens the process of issuing library cards.  You must enter Date of Birth, Name, Phone, and E-mail before you can save a library card.

Cheryl shared much information about the customer record in Carl-X and how procedures have changed with the new software.  A handout of helpful tips will be sent to Julie who will in turn e-mail it to the forum attendees. 

Reminders:

• No old card number is needed anywhere on the library card application.
• If someone is transferring from a temporary card to a physical card they need to fill out an application fully.
• Anyone under the age of 17 can come in with 1 form of I.D. and get a library card set to expire in 2 weeks. Make sure it is coded restricted and no internet.
  
  • If the parent comes in later they only need to fill out the “Under 17 years” portion of the library application. A free text note of “Internet Update” can be added to Carl-X. Please include library location and date.
• School cards do not need an expiration of 2 weeks if the application is signed by the parent.
• Change “Which address” to secondary if the customer is using a P.O. Box to receive notifications.
• When using “Free Text” on a customer’s record make sure to include your library’s two letter designation.
• Fine history remains visible for 6 months.

Stacy Schrank is hoping to have a new Carl-X manual available next week.

Look for more FAQ’s about procedures in Carl-X on the intranet.

Lost-Paid Items with Carl-X – Cheryl Mann (CC), Denise Ryan (BUS)

Handout:  How to do a refund for Lost Items if you do not have enough money in the cash drawer, RFP Lost/Paid Documentation

An RFP must be used for a refund in you do not have enough money in the cash drawer.

When a customer is paying for a lost item please inform them that they need to return the item to a library staff member if it is found.  This will be an opportunity to educate and re-educate. Carl-X does not automatically recognize the return of a lost/paid item and generate a refund.  

 A note can be added to the customer’s record when they pay for lost items. Include the item number, date, staff initials and library location.  This will be helpful should a customer return a lost/paid item to the bookdrop.

Check the mailing address when taking a payment. Many refund checks have been bouncing back due to incorrect addresses.

Cash Deposit Q&A – Denise Ryan (BUS)

Cash Drawer Count Report, Copy Machine Count, Credit Card Receipts

You will have noticed that “Express” has been added to the POS. Big changes are coming. Express checkout will be counted and recorded once per week like the Copy Machine Count.

Forms will be changing in the future to allow scanning to 8.5x11.

Send all duplicate credit card receipts with the deposit.  The copy kept does not need to have a customer’s signature.

Specific instructions will be coming soon from the Business office.

Meeting adjourned at: 4:35 p.m.