Tuesday, July 10, 2007
Tech Support
Found a site by MLS student called Life as I Know It: http://scruffynerf.wordpress.com/ . Jenny listes the five great tips for giving tech support to patrons in need from the Librarian in Black site. She goes on to give her tips she has learned from her life experiences of working with people needing tech help. Good reminder to think like the patron and how you would like to be treated. I have found very patient people surrounding me in my back-to-school endeavor. Thank you for the support.
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2 comments:
All great tips--for tech support or general customer service. Since Library 2.0 is, in part, about being flexible and responsive to client needs these tips are quite appropriate. We all need assistance with something at some point. Good customer service should always been an expectation. Being "thanked" for providing quality service is also appreciated.
I think 2 important points in customer service (especially in libraries) are showing genuine concern for a patron's problem and keeping the reference material relevant to the patron's level of understanding. Too often I feel like subject specialists begin to speak techno-babel to people and expect them to understand. Improving patron experience should be about helping a patron gain confidence in their own abilities as well as demonstrating our own capabilities.
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