Because it's so easy to get rusty or to think that I know what the customer needs, I reviewed all of the "discovery activities" except the really long one. I wanted particulary to focus on IM reference skills because I've found that the loss of voice/face to face feedback really throws me off in IM reference. Ten minutes after I've answered a question, I'll get a big DOH and realize that I short-changed the interview process and (thereby) the customer! The exercizes from ORE on the Web really brings it all back into the sharp focus I need to maintain in this area. Reference is reference, but IM is different for me and I need to pay attention to all the pieces of the reference interview in order to provide good service.
BTW, you can view my favorite "puppet in the library" video at the following link. And remember, yelling at the customers rarely makes for good reference service!
http://www.youtube.com/watch?v=ZJlkplvYdgA
3 comments:
I just had a chance to look through some of the information, and am looking forward to revisiting the sites. ORE on the web provides a comprehensive training with many intriguing links. Some of the ideas, such as roving, and walking with a customer rather than pointing, are already in use here at Princess Anne. posted by Gwen 5/14/08
Baby Steps
This is great training/review for a person like me who is mostly behind the scenes. When I do get stationed at check-out, I think the most important thing I can do is smile and be friendly to draw them in so they feel comfortable asking for help.
Just had time to go through the discovery resources and I agree with Lisa, its good to brush up on those skills. What is missing is tips on working with customers of all ages. Interviewing a child is not the same as interviewing a collage student. Remember that that child's information request is just as important as anyone that graces our front door.
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