http://outreach.wikimedia.org/wiki/Bookshelf/ Be part of the solution!
Handling Tricky Questions Dealing with "Problem" Patrons and Patrons with Problems
May 2011 Pranks
What isn't a Prank? What is a Prank?
What isn't a Prank? Expanded Crisis Call Guidelines (KIN24x7 Provider Site > Documentation)
What isa Prank?
What is X ?
I NEED HELP WITH A QUESTION CAN YOU HELP ME?
Paul likes turtles Mmm cheese POOP Chickky-bowwboww 69-Lover
11:09:55 Guest how old r u? if your 80 or older geez man why not retire sumtime??? 11:09:55 Don @ KIN24x7 Good morning. 11:10:08 Guest hi don 11:10:16 Don @ KIN24x7 I'm not 80 or older... but giving out personal information over the internet usually isn't a good idea. 11:10:26 Guest ugh ok 11:10:30 Don @ KIN24x7 Did you have another question I could try and help answer? 11:10:44 Guest but what if i am 46 11:11:01 Don @ KIN24x7 Giving out *your* age over the internet probably isn't a good idea either. 11:11:20 Guest what if im not 46 but 47?!!! 11:11:32 Guest hmm 11:11:36 Guest ? 11:11:37 Don @ KIN24x7 Anyone can say anything. 11:11:43 Don @ KIN24x7 Age-wise, that is. 11:11:58 Guest yes but what i say is that you are sexy 11:12:18 Don @ KIN24x7 That's inappropriate. Please work with me so I can provide the best service possible to you. 11:12:26 Guest no 11:12:34 Don @ KIN24x7 Did you have a question I can help to try and answer or find resources for? 11:12:53 Guest sorry i just am so happy right now 11:13:07 Don @ KIN24x7 Thanks for using our service. Come back again if you need help with another question.
Reinvigorating Reference Enhancing Customer Service Skills Through Transcript Evaluation
It's all aboutcustomer service...
Any more ideas on making yourself approachable?
Any more ideas on how to show interest(even whenyou're not feeling it)?
Any comments on listening?
Any more ideason the search process?
Conclusion & Follow-up
How do you successfully conclude a reference transaction?
I will make myself approachable. I will show interest and be curious. I will listen and ask questions. I will conduct searchestogether with my patrons. I will follow-upand encourage patrons to return..