I was at the front desk. My first three questions were about the free tax help. Then I get someone asking about our passport services. While I'm helping them a guy (sc) comes up to them and keeps on sighing. I get the first person on the passport list* and then the sc comes up and I tell him one moment, as I page the person on passport service. Yes, you guessed correctly, the sc sighed.
So I finally helped the sc
sc: I came here for the free tax help.
me: it will be downstairs.
sc: let me finish. I don't have a library card with you, I had one in Afghanistan.
me: oh, they don't need your library card
sc: let me finish. I had a library card in Afghanistan, and I want one here.
me: ok, you need to go to that side (pointing at a desk) and fill out the form and show your id.
sc: But I already have a library card, in Afghanistan.
me: you need one from here.
sc: If I show you my id, will you look me up?
me: I see you have some cds in your hand. If you want to check out, you have to get a library card from that desk.
sc: I have one from Y branch (which belongs to our system)
me: then you have to go to that side for them to look you up and check your items out.
*We have a passport service which involves us processessing new passports, and the City getting $25. So instead of one of the librarians helping customers, that person has to process passports, for $25. That the library doesnt' get. The processing involves someone on our staff to look at the person's id, make sure the form is filled out, get the passport-asking person to swear an oath, and we take money. Takes 20-30 min. We also take photos for a fee. We don't do renewels, but if a person got a passport when they were under age, they have to go through the process of getting a new passport. So the family I was dealing with first told me they needed to renew a passport. I told them we don't do renewels, and before I could get to the part of saying , "unless it's for someone who got their passport as a child, then we will process a new one," the mom was saying, "well, it's for my child." I tell her we will do it and she kept on saying , "We are getting a new one for my child." and she wouldn't shut up about it.
So I finally helped the sc
sc: I came here for the free tax help.
me: it will be downstairs.
sc: let me finish. I don't have a library card with you, I had one in Afghanistan.
me: oh, they don't need your library card
sc: let me finish. I had a library card in Afghanistan, and I want one here.
me: ok, you need to go to that side (pointing at a desk) and fill out the form and show your id.
sc: But I already have a library card, in Afghanistan.
me: you need one from here.
sc: If I show you my id, will you look me up?
me: I see you have some cds in your hand. If you want to check out, you have to get a library card from that desk.
sc: I have one from Y branch (which belongs to our system)
me: then you have to go to that side for them to look you up and check your items out.
*We have a passport service which involves us processessing new passports, and the City getting $25. So instead of one of the librarians helping customers, that person has to process passports, for $25. That the library doesnt' get. The processing involves someone on our staff to look at the person's id, make sure the form is filled out, get the passport-asking person to swear an oath, and we take money. Takes 20-30 min. We also take photos for a fee. We don't do renewels, but if a person got a passport when they were under age, they have to go through the process of getting a new passport. So the family I was dealing with first told me they needed to renew a passport. I told them we don't do renewels, and before I could get to the part of saying , "unless it's for someone who got their passport as a child, then we will process a new one," the mom was saying, "well, it's for my child." I tell her we will do it and she kept on saying , "We are getting a new one for my child." and she wouldn't shut up about it.
Comment