Thursday, December 01, 2005

Sounds so crazy, it must be true.

-----Original Message-----

From: Liberrian III
To: Liberrian IIIa
Subject: Customer question

LIIIa-

I am hoping you can help this woman... who has been passed around to several branches already! She is a customer from Branch X (which has been closed), and she requested some books before the branch closed. She said that two weeks ago she spoke with Dave, who is a staff member who was working on the bookmobile. He told her that her requests would most likely be in the boxes packed up when the branch closed and will not be unpacked until the new library opens Dec 8. She asked if he could retrieve them from the boxes for her because her child needs these books now. She said he told her he would check the boxes and call her back. That was two weeks ago and she has not had a call. When she tried to call the number he gave her, the mailbox was full.

I don't know anyone named Dave at Branch X- is he new? Could you possibly find out what's up and have someone call this lady back? Her name is Marcie and her number is 555-1212.

Thanks much!

LIII

----Original Message-----
From: LIII
To: LIIIa
Subject: customer question

LIIIa-

She called me again today - have you been able to talk to Branch X's staff about this? Can one of them call her back?

Thanks for your help -
LIII

-----Original Message-----
From: LIIIa
To: LIII
Subject: RE: customer question

The Branch X staff has tried repeatedly to reach her to no avail. But, will send this along. Sorry, you keep getting the calls, why doesn't she try calling them now? Their phones are operating and they would love to hear from her, encourage her if she calls again, please!

LIII

-----Original Message-----
From: Branch X Liberrian
To: LIIIa
Subject: RE: customer question

LIIIa,

LIII had given us another telephone number to contact her. Dave spoke with customer yesterday. She turns off her telephone at a certain time so her husband can sleep.

Branch X Liberrian

-----Original Message-----
From: Branch X Liberrian
To: LIIIa
Subject: RE: customer question

Hi,
Listen to this. Dave (he is new from the academic liberry) and an excellent LT2 who is ready to be an LT3, tried to reach her daily but couldn't reach her until you furnished them with her other no. She turns off the phone we had number for so her sleeping husband would not be bothered. Anyway, Dave offered to check out books for her and have them ready at lib for her pick up. She declined saying she would wait for all her reserves to arrive. And the books she is awaiting...romance novels. Every time you think you have heard it all...

Sorry for your involvement. Sounds so crazy, it must be true.

LIIIa

PS: Marian thinks this customer is the one who loves to send in requests for purchase on the “ask the liberrian” part of the site.


Wait a minute... "her child needs these books now" versus "romance novels." Hmmm.

1 comment:

WDL said...

i loooooooooooove customer service. i love when they sign up for email notices, but use the library computer to check them.... and then get mad that we didn't just call them.

on the phone in the lobby perhaps?

xo,