TLA Customer Service Essentials by Amanda Chacon https://padlet.com/amandachacon832/TLAChacon en-us 2024-09-26 17:12:52 UTC 2024-10-12 19:35:07 UTC hello@padlet.com Scenario: A parent arrives at the school library upset because their child has two books under their account that they claimed they never checked out. The parent is demanding that the books be removed from their child's account immediately and that any fines be waived. How would you handle this situation? amandachacon832 https://padlet.com/amandachacon832/TLAChacon/wish/3140856942 2024-09-26 17:15:25 UTC https://padlet.com/amandachacon832/TLAChacon/wish/3140856942 Scenario: A group of teenagers is being loud and disruptive in a shared library space. They are playing on their phones, moving furniture, and showing little regard for the other patrons trying to study or read. When you approach to ask them to quiet down, they become defensive, claiming they aren’t causing any harm. How would you handle this situation? amandachacon832 https://padlet.com/amandachacon832/TLAChacon/wish/3140861238 2024-09-26 17:17:43 UTC https://padlet.com/amandachacon832/TLAChacon/wish/3140861238 Scenario: A patron expresses dissatisfaction with the library’s collection, claiming it doesn't reflect their community’s diversity and requesting more books on certain cultural topics. They feel the library is not inclusive enough and that it’s affecting their trust in the library's mission. How would you handle this situation? amandachacon832 https://padlet.com/amandachacon832/TLAChacon/wish/3140866923 2024-09-26 17:18:19 UTC https://padlet.com/amandachacon832/TLAChacon/wish/3140866923 Scenario: You have a few people respond to you on social media that they didn't even know libraries still existed, and that libraries are not needed nowadays. How would you handle this situation? amandachacon832 https://padlet.com/amandachacon832/TLAChacon/wish/3140871279 2024-09-26 17:19:23 UTC https://padlet.com/amandachacon832/TLAChacon/wish/3140871279 Scenario: A teacher comes to the library feeling stressed about an upcoming research project for their class. They need help gathering resources but haven't communicated clearly what they need. They're asking for your help with research materials, classroom support, and even tech tools, but they don’t seem organized and the deadline is fast approaching. How would you handle this situation? amandachacon832 https://padlet.com/amandachacon832/TLAChacon/wish/3140872216 2024-09-26 17:20:00 UTC https://padlet.com/amandachacon832/TLAChacon/wish/3140872216