"Recently I was checking out a book on CD and having problems getting it positioned correctly in the self-check machine. I kept getting an error message, so I went to the desk to have them scan it. Rather than just taking it from me and doing it herself, Milicia asked me if I had a minute, she would show me a trick. She walked back to the machine with me and showed me how to position it differently so the scanner got a better "read" of the bar code and the item checked out successfully. She was kind and patient during the process and she was smart, too--by taking the time to show a customer how to do it, there's a better chance the customer will continue to use the self-check machines in the future. Plus, I walked away with a positive impression of library staff. What a great way to 'Get to Yes!'"
Posts
No comments:
Post a Comment