This week is all about our Role Play Case Scenarios so there are no new class notes.
As a class you will all complete your assessment task in class time.
Assessment Two:
Role Play Scenarios – Part A
Scenario 1
You are a staff
member at a busy public library there are a number of people in front of you
waiting for assistance, you are working with a customer who has a number of
requests, they need to return some books, put others on hold and they want to
know how to download eBooks, the customer behind them butts in saying “are you
going to be long? I’m in a hurry”……
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Scenario 2
You are working in a secondary school library and a very belligerent
year nine students appears in front of you demanding to know why they have
been given an overdue notice for a book they claim not to have borrowed.
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Scenario 3
You are working in a public library, there is a customer to
be helped with finding a book, the phone is ringing and another customer is
getting frustrated because the self-check unit won’t let her borrow who do you
help first?
Scenario 4
An angry customer appears in front of you demanding to know why the self-check unit won’t let her borrow, you check her record and she has $23 owing in fines, library policy says you can’t borrow if you have over $20 in fines.
Scenario 5
A university student has an important assessment due and needs to borrow a book on the “2 hour reserve shelf” overnight how do you manage this.
Assessment Two:
Self Reflection – Part B
Think about your
own skills and knowledge that you already had at the beginning of this course.
Which ones can you relate to ‘Customer Service’?
What have you
learnt over the past 4 weeks? Did you
learn or gain something unexpected?
Why is communication (both verbal and non verbal) so important in delivery good customer service?
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