This is a program designed as an avenue for better internal relations while increasing positive patron experiences.

1. GET CAUGHT!
AAA+++ CUSTOMER
SERVICE

3. Where do you receive the
best customer service?

4. NY Hotel
Wal-Mart
Doctor’s
Office
AppleCare
USAA
LTD
Commodities
Old
Navy

5. What made it the best?

6. ● Friendly Service
● Enough staff to help
● Problems solved
● Having items in stock
● Knowledgeable staff
● Staff listened

7. Where do you receive the
worst customer service?

8. DMV
Cable
Company
Post
office
Local
Restaurants
Venmo

9. What made it the worst?

10. ● Not user-friendly
● Waiting for help that never
comes
● Unfriendly/inattentive Staff
● Staff don’t know

11. Avoid
● Angry/closed faces
● Talking over patrons
● “No” -find YES
● Brushing off the 900th patron to say this today

12. DO
● Listen
● KNOW your
procedures/policies/collection/services
● Give detailed instruction/explanations
● Be kind

13. Acknowledge
Accept
Attack

14. Acknowledge
Accept
Absolve
-the patron
-the patron’s truth
-the problem

15. Internal Service
● Help each other
● Be friendly
● Treat each coworker just as you would a
patron
○ Complete internal tasks as promptly as
you would for a patron

16. Get Caught!

17. Now what?
Catch each other!
How?

18. Aleta, Phil, Stephanie, Joshua, Lane, and Erin were all caught exceeding expectations!!!!
These fabulous team members were caught helping co-workers, working diligently on projects, providing excellent service, and
keeping a watchful eye on the line at the desk.
Please join me in congratulating them on a job well done!
*Nominees were entered into the drawing but may still come claim their candy!
Did you get CAUGHT???

19. Good morning!
Last week was our last week/month of Get Caught exclusively in circ. I am so pleased that we have so many nominations to put in the
drawing!
Joshua, Erin, Kelsey, Aleta, Phil, and Lane were all CAUGHT!
Woot Woot!
These people were largely caught helping fellow co-workers! Two were caught dealing with a difficult situation with ease and grace!
I am so proud of each and every member of this team. You continue to exceed expectations each week. Please keep up the good work
as we broaden our project throughout the Library. You have been excellent examples of how we should treat not only our patrons but
our fellow co-workers. I know you will continue to shine brightly.
Those that were caught this last week, come by my office for your sweet treat!
Again, I am so very proud of all of your and your hard work during this project!

21. Who
doesn’t
love a gift
card?!

23. PHIL got CAUGHT!!!!!
Join me in congratulating Phil Seigler!!!
Phil won the drawing for the $25.00 gift card for last month!
Great job exceeding expectations, Phil!!

26. I want to thank you for everything you
have done for me not only me but the
people of Athens. Thank you... Harold

27. I was trying to figure out how to fix my graphic
problem. Sean was my first contact, and he led me
to the digital room where I could receive special
attention. I really appreciated his customer service.
Thanks to Sean and Kamden I left feeling very
productive.
Dr. Tawana Mattox

28. "Jamie is always a big help"
They are awesome! they have all helped me at
some time. I need help a lot. Thanks to all!

29. And the
winner is ...

30. Look at all the amazing people giving AAA+++ Customer Service and Got Caught doing it in August!
Kendra Zollicoffer had "expedient service" stated by a patron
Travis Perkins, Phil Seigler, Olivia Conti, Martha Kapalewski, McKenzie Stevens and Lindsay Josey for getting everyone to
the right place during the tornado warning
Ashley Shull, Rhiannon Eades, Miyuki Watanabe and Lisa Moncrief for covering the children's desk
Toby Mayfield for excellent training of the Circulation Staff
Jon Monk for traveling to Winterville on short notice for repairs of Wifi
Lynette Caseman for helping to inventory and store grant supplies
Erika Moody gave "excellent service" from a patron
Teen Services Department - Benjamin, 13, had been attending teen activities over the summer and really enjoying
them but didn't realize the after school crowd was going to bring quite so much noise and crowding, two things
that can be very triggering for him. Of course, I'm delighted that so many kids are getting involved and have this
wonderful program, but for someone with sensory issues and autism, he became overwhelmed and upset very
quickly. Just wanted to thank the presenters at the Youth Activity yesterday with their patience with my son. He
had a bit of an aspergers meltdown yesterday in their activity and my husband and I are grateful for their
understanding.
Martha Kapalewski and Spencer Kapalewski for their help in creating a bookmark for her sister. Her sister's
husband passed away and she was making a bookmark from a photo she had. She said Martha spent a great deal
of time with her working on the bookmark and that Spencer was very helpful in getting in printed a patron
commented
Jon Monk for finding a special software solution to a unique process problem.

31. Jamie Mendenhall for helping a patron today who added "Jamie is always a big help"
Travis Perkins -- for coming in to help during a weekend when circ was short-handed
Jamie Mendenhall and Taylor Ross - for hard work on a shorthanded Sunday
Travis Perkins for coming in and assisting on a shorthanded Sunday
Frank Jackson for gladly helping move DVD's in YA
Valerie Bell, Trudi Green, Theresa Graham, and Pete Hayek for helping so quickly with and unforeseen accident in Heritage
Tonya Sands for getting the EA Resource Center packed up and ready for painting our deepest thanks and appreciation
Joyce Nicholls-Goudsmid for updating the staff mailboxes to make it easier to sort mail
Lindsay Josey for helping Circ when short handed
Ashley Shull, Trudi Green, Joy Ovington, Pete Hayek, Theresa Graham, Eddie Whitlock, and Valerie Bell for quick, efficient response
to the sudden ceiling flood in the Heritage Room storage area.
Sam Simpson and Pete Hayek for managing moving a table from Bogart to Lavonia.
Thank you for your continued AMAZING service!
And the WINNER is........
JON MONK
Congratulations!

33. WHY????
Behaviors that get
rewarded, get repeated!
~B.F. Skinner

34. I've learned that people will forget what you
said, people will forget what you did, but
people will never forget how you made them
feel. ~Maya Angelou

35. Lisa Moncrief
Executive Administrative Assistant
Athens Regional Library System
706-613-3650 Ext 351
lmoncrief@athenslibrary.org
Toby Mayfield
Circulation Services Coordinator
Athens Regional Library System
706-613-3650 Ext 321
tmayfield@athenslibrary.org