Monthly Archives: March 2022

Customer Service Tip: Why your people are the key to getting great customer feedback

By: Jeff Toister (submitted by Carmen Gass)

“How was everything?”

The hotel associate asked this standard question as I was checking out. Most guests probably say, “fine” without even thinking, but I had some constructive feedback to share.

Yet I hesitated. Three other hotel employees had ignored the feedback I gave them throughout my stay. Would this fourth employee do the same?

I decided to test the waters. “It was just okay,” I said. Adding, “The room was nice.”

My response barely registered. “Okay, well, you’re all set!” replied the employee, a bit too dismissively. Read more here.

 

Customer Service Tip: Answer the phone enthusiastically!

By: Jeff Toister (submitted by Carmen Gass)

The way you answer the phone creates an instant first impression. This week’s tip might be easy to use on your first call of the day, but what about your 50th?

** Answer the Phone with Enthusiasm**
————————————————————
We create a first impression when we answer the phone, so it’s important to give a warm and pleasant greeting each and every time. The challenge is we’re human. Sometimes, we’re distracted. Other times, we’re just having a bad day. And, occasionally, a co-worker decides to reheat fish in the microwave.

Here are a few tricks to try:
* Put a mirror near your phone so you can see yourself smile
* Create a list of different phone greetings so you can mix it up a bit
* Pause and take a deep breath to clear your mind before answering

Tech Tip: Keep your computer safe – lock your device, ALWAYS!

By: Ryan Johnson

lock and chain photo

Having an Anti-Virus running on your computer, protecting your email from phishing attempts and choosing strong passwords are all good ways to keep your University Library computer safe.

Another way to keep your computer safe everyday is to make sure your screen is locked when you need to step away.

Locking your computer keeps your files safe while you are away from your computer. A locked computer hides and protects programs and documents and will allow only the person who locked the computer to unlock it again. You unlock your computer by logging in again (with your PSUID and password).

Locking Your Computer

  •  Press and hold the Windows logo key on your keyboard (this key should appear next to the Alt key), and then press the L key. Your computer will be locked, and the Windows 10 login screen will be displayed. On a Mac, you can press Command+Control+Q to lock your Mac.

Note: Any applications, files, Web pages, or other windows you opened before you locked your computer will remain open while your computer is locked.

This is especially true if you work in a public area of the Library. If you have an office, lock your office space. If you don’t, ALWAYS lock your computer when stepping away for any period of time.

Finally, University Libraries machines are set to lock after 15 minutes of inactivity. However, web browsers with videos playing will prevent screenlock. Please make sure you always lock the device yourself whenever possible when stepping away. Remember, you are responsible for your computer, whether you work in a public space, have an office or work at home.

“Libraries are the Great Equalizers”

Jeff Knapp and Torrie Raish have been featured in the Chronicle of Higher Education‘s new publication, “The Library of the Future,” and they are featured in this Chronicle article, “Libraries are the Great Equalizers,” too — from among the 160 librarians who are included in the report! (The Chronicle of Higher Ed is accessible to everyone at Penn State for free.)

You can read the article at https://www.chronicle.com/chronicle-intelligence/report/libraries-are-the-great-equalizers

Customer Service Tip: Never, never, never be late

By: Shep Hyken (submitted by Carmen Gass)

Never being late … that’s not realistic. It’s going to happen. It’s not a question of if. It’s when.

But you might say, “It’s not my fault!” And maybe it’s not. For example, you may be driving to a lunch meeting, and a car accident shuts down the highway making you. And it’s not just about arriving late to a commitment. It could be a delay in shipping a product. Maybe a customer orders something three days before Christmas. You ship it out that day, but the backup at the
post office causes a delay. Or perhaps there is a supply issue, and you can’t get the parts to manufacture your products.

None of these scenarios are your fault, but the customer doesn’t always see it that way. All the customer knows is that you were late. Read more here.

Tech Tip: Zoom apps now available

By: Ryan Johnson

Zoom app screenshot

Although there has been no official announcement from Penn State IT, Zoom apps has started to appear on our Zoom Applications.

Zoom Apps were released last year as a new type of in-product integration of popular web apps into Zoom. Currently over 50 apps are available in the Zoom Marketplace, however it appears only two have “officially” been added in the Penn State License, Timer and Virtual Backgrounds. Currently, it appears that you need to request for approval from the zoom admins any additional apps available in the Zoom Marketplace.

To get started with Zoom apps, follow the instructions below:

  1. Make sure you have the most recent version of Zoom available in Big Fix Self-Service. (While the most recent version is not needed, you need to be running a fairly recent version)
  2. Open Zoom and click the Apps tab (see above) in the desktop client.
  3. Click Discover to see the available Zoom Apps and add.

Zoom application screenshot for tech tip

To learn more about the new Timer App, please read the following marketplace description.

To learn more about the new Virtual Backgrounds App, please read the following marketplace description.

Common Services department update

By: Rachel White

In August 2021, Undergraduate Services in Pattee and Paterno Libraries merged with what most of us know as Lending Services. Currently known as Common Services, we support and staff the desks at the East and West entrances of Pattee and Paterno Libraries as well as the main circulation desk. Common Services has expanded the training offered to staff, covering both the Welcome Desks and the main Circulation Desk, resulting in a more consistent user experience and less need to travel between desks. Users can now check out materials at any public service desk on the first floor. The unit’s responsibilities include, but are not limited to, providing a high level of customer service, processing incoming and outgoing library materials, and re-shelving library materials.

The merger of departments isn’t without challenges, compounded by the ongoing pandemic, so we’ve had our share of growing pains. To that end, supervisors and staff meet regularly to discuss operational concerns, and have made changes to the provision of services based on needs. Supervisors encourage open communication so that staff can ask questions, share concerns, and talk about what is and isn’t working. COVID has continued to present a number of challenges when it comes to how we interact with our patrons, how to keep staff safe, how we schedule, and how (and when) to provide services and hours.

Looking to the future, we continue to work on identifying and formalizing roles and specialties within the department to fully leverage the expertise and strengths of our talented staff. Our
primary goal is to continue to build a strong, cohesive, and patron-focused team.

Tech Tip: What anti-virus can I run on my personal computer?

By: Ryan Johnson

Installing an anti-virus software program provides an additional line of defense against cyberattacks. Review below your options for your personal PC or Mac.

There are several FREE anti-virus software options available:

The good thing is Microsoft Defender should be set to run automatically.  You can verify this but doing the following:

Turn Windows Security real-time protection on or off

  • Select the Start button, then select Settings > Update & Security > Windows Security > Virus & threat protection.
  • In the current version of Windows 10: Under Virus & threat protection settings, select Manage settings, and then switch the Real-time protection setting to On or Off.
  • In previous versions of Windows 10: Select Virus & threat protection settings, and then switch the Real-time protection setting to On or Off.

 

Customer Service Tip: Creating positive conversations with challenging customers

By: Myra Golden (submitted by Carmen Gass)

What do you do when faced with a customer who’s fuming over a delay, cancellation, or objection to a policy? How can you adequately address their issue when your interaction
starts off on such a sour note? In this course, Myra Golden shares approaches that can help you reframe such conversations, and use your words and actions to put a positive slant on an
otherwise negative situation. Learn more here.