A phone call to the library on Sat:
Me: (usual spiel)
SC: Hi, I need to look at a list of all your videos and DVDs on the internet.
Me: (about to answer)
SC:The Willow library says to call you, they said I can't go there anymore, and I need a list of videos you have.
Me: we don't have have any videos, just DVDS
SC: No?
Me: No.
Now I hear dead silence. Some of the time, when I give a one-word answer (yes, should have said "yes m'am or said a multi-sylable word) the person doesn't hear me so...
Me: Hello? Hello? (dead silence) are you still there?
SC: *snottily and agressively *Yes I heard you! I was processing what you said! And then you say, "Hello, hello, are you there!" *hangs up phone*
Me, to myself: ok...Also, I'm kind of stuck on how she said the Willow library told them they couldn't check out any more videos and DVDs from them. If it applies to one library it should apply to all. So did they walk off with DVDs, owe fines?
Another call took 20 min. Most calls should take no longer than 5, though since we are suppose to be service oriented, we should let the people take as much time as they want.
SC: Hi, I'm Georgia Peach, but I didn't change my name on my card and it's still Apple. The Oak library told me to call you. I need some books. I need books on Public Health. I need "Math the easy way...uh, Math the easier way....Math for dummies.
Me: Excuse me, was it "Math the easy way" or "Math the easier way"?
SC: Uh, "Math the easy way." And "Math for dummies". Then I need "Social Sciences, 3rd ed., by Andrew McCarthy, uh, and Introduction. I need also.
Me: Excuse me, what was the title again?
SC: Introduction to Social Science, 3rd edtion, by Andrew McCarthy
(Sidenote by me: we usually don't carry textbooks, since people check them out and don't return them for a whole semester. Also, they are very expensive.
SC: (continuing) and I need "Introduction to Missing adjectives, 10ed, by John Vain.
Me: (spending a great deal of time looking up this stuff). Ok, there are some books on public health. Are you going to pick them up here or do you want us to send them to another library?
SC: Can you send it to Oak library?
(note: I notice a bunch of books were already at the Oak library. Most of the time a library will get a patron to call us if we have a book, so we can send it over. Obviously, Oak didn't want to bother with her)
Me: Ok, give me your last name and library card number (by now I forgotten her last name), the last name you said is on your card.
SC: It's Georgia Apple. g-e-o-r-g-i-a A-p-p-l-e
Me: Ok, and your card number?
SC: It's Apple! APPPLE!
Me: I was asking for your card number.
SC: *gives me the number*
Me: ok, the Oak library already has 2 of the books you want. We don't have those textbooks you requested.
SC: Which books?
Me: *I give her the titles*
SC: Ok, now I need some business books.
(note: 20 minutes have passed! That is a lot of time to spend on a call.)
Me: Can you please call back? Or else call the Oak library, they can get their business books ready for you.
SC: They told me to talk to you *hangs up*
Me: (usual spiel)
SC: Hi, I need to look at a list of all your videos and DVDs on the internet.
Me: (about to answer)
SC:The Willow library says to call you, they said I can't go there anymore, and I need a list of videos you have.
Me: we don't have have any videos, just DVDS
SC: No?
Me: No.
Now I hear dead silence. Some of the time, when I give a one-word answer (yes, should have said "yes m'am or said a multi-sylable word) the person doesn't hear me so...
Me: Hello? Hello? (dead silence) are you still there?
SC: *snottily and agressively *Yes I heard you! I was processing what you said! And then you say, "Hello, hello, are you there!" *hangs up phone*
Me, to myself: ok...Also, I'm kind of stuck on how she said the Willow library told them they couldn't check out any more videos and DVDs from them. If it applies to one library it should apply to all. So did they walk off with DVDs, owe fines?
Another call took 20 min. Most calls should take no longer than 5, though since we are suppose to be service oriented, we should let the people take as much time as they want.
SC: Hi, I'm Georgia Peach, but I didn't change my name on my card and it's still Apple. The Oak library told me to call you. I need some books. I need books on Public Health. I need "Math the easy way...uh, Math the easier way....Math for dummies.
Me: Excuse me, was it "Math the easy way" or "Math the easier way"?
SC: Uh, "Math the easy way." And "Math for dummies". Then I need "Social Sciences, 3rd ed., by Andrew McCarthy, uh, and Introduction. I need also.
Me: Excuse me, what was the title again?
SC: Introduction to Social Science, 3rd edtion, by Andrew McCarthy
(Sidenote by me: we usually don't carry textbooks, since people check them out and don't return them for a whole semester. Also, they are very expensive.
SC: (continuing) and I need "Introduction to Missing adjectives, 10ed, by John Vain.
Me: (spending a great deal of time looking up this stuff). Ok, there are some books on public health. Are you going to pick them up here or do you want us to send them to another library?
SC: Can you send it to Oak library?
(note: I notice a bunch of books were already at the Oak library. Most of the time a library will get a patron to call us if we have a book, so we can send it over. Obviously, Oak didn't want to bother with her)
Me: Ok, give me your last name and library card number (by now I forgotten her last name), the last name you said is on your card.
SC: It's Georgia Apple. g-e-o-r-g-i-a A-p-p-l-e
Me: Ok, and your card number?
SC: It's Apple! APPPLE!
Me: I was asking for your card number.
SC: *gives me the number*
Me: ok, the Oak library already has 2 of the books you want. We don't have those textbooks you requested.
SC: Which books?
Me: *I give her the titles*
SC: Ok, now I need some business books.
(note: 20 minutes have passed! That is a lot of time to spend on a call.)
Me: Can you please call back? Or else call the Oak library, they can get their business books ready for you.
SC: They told me to talk to you *hangs up*
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