Service Model for Borrower Services

Provides welcoming space for implementation of Service Model for Borrower Services (below):

Service Model for Borrower Services:
1. Proactive Customer Service
· Staff proactively greet and welcome customers entering the Library, administer customer accounts (registration, fines and fees), and rove Customer Service Area as necessary to provide orientation for new customers, coach customers in use of self-service technology, merchandize, etc.
· All processing and material-handling takes place in the Sorter and Workroom.
2. Customer Self-Service
· We use technology to "harness the power of the customer” for material-handling tasks like check-out of materials, where staff assistance is not required.
· Customer benefits include faster, more convenient checkout service, and greater privacy for their borrowing transactions.
· Operational benefits include cost-effectiveness in terms of managing increasing material flow, reduced ergonomic impacts for staff, and improved customer service due to increased staff availability for direct personal service (rather than material-handling).