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A woman calls the library. Of course, people never pick the right option, though I suppose the options of "reference" and "circulation" aren't very discriptive. Renewal, though, sounds like what it is.
She gets me, reference. Unfortunately, lines are crossed and we both can her the recording "sorry for the delay. All operators are busy...."
Anyway, she tried to renew her book (actually, her grandson's) and she couldn't do it through the renewal line (she at least selected "renewal"). So I ask for her card number.
SC: I just put it up. Can't you look it up by my last name and social security number?
Me: sorry, I only can look up a record over the phone with the library card no.
much searching by patron.
Me: I can tell you that it might not renew because either you had it out past the due date or it's on hold for someone.
SC: Well my grandson needs it for school.
SC: Ok, my card number is....
I look up info.
Me: ok, the book is due...
SC: Today.
Me: It's due 4/14/09.
SC: 4? You mean April?
Me: yes. So it's overdue. Also, you have a fine over $10. YOu owe $1.20 on Taxi Driver, Ellen Foster, The Deer Hunter, Cloverfield, and the book, Merchant of Venice.
SC: Can I pay with credit card?
Me: ok, I'll connect you with Circ. They have a machine.
So 10 min. latter. She calls back. Luckily, no annoying recording playing.
SC: I was on hold for 20 min.! I am late for an appt.! The guy left me on hold! I am very upset! I want you to have him call me back!
Me: Ok, what is your name and number.
SC: The book is under my grandson's card. His name is Jim blah blah blah.
Me: can you spell his last name?
Sc: It's S-M-I-T-H. My phone number is blah blah blah.
Me: is that your last name or his last name.
SC: Mine.
Me: Can you spell his last name.
SC: It's A-D-A-L-A-N-T-E. Do you need the library card number?
Me: oK,
sc: I have to get the card out of my purse. It's blah blah blah. Listen, I not angry at you. I know I sound angry but I'm late and I'm waiting for my husband to pick me up....
Anyway, she wants me to first look up her grandson's info., with her name and social. Then she tells me he has a project. Hey, maybe you should have bought the book, esp. since it's Merchant of Venice, not some obscure book. And you were on hold 10 min. not 20. Ugh. Maybe once I told you you owe money, you should have called tomorrow, since you are running late.
She gets me, reference. Unfortunately, lines are crossed and we both can her the recording "sorry for the delay. All operators are busy...."
Anyway, she tried to renew her book (actually, her grandson's) and she couldn't do it through the renewal line (she at least selected "renewal"). So I ask for her card number.
SC: I just put it up. Can't you look it up by my last name and social security number?
Me: sorry, I only can look up a record over the phone with the library card no.
much searching by patron.
Me: I can tell you that it might not renew because either you had it out past the due date or it's on hold for someone.
SC: Well my grandson needs it for school.
SC: Ok, my card number is....
I look up info.
Me: ok, the book is due...
SC: Today.
Me: It's due 4/14/09.
SC: 4? You mean April?
Me: yes. So it's overdue. Also, you have a fine over $10. YOu owe $1.20 on Taxi Driver, Ellen Foster, The Deer Hunter, Cloverfield, and the book, Merchant of Venice.
SC: Can I pay with credit card?
Me: ok, I'll connect you with Circ. They have a machine.
So 10 min. latter. She calls back. Luckily, no annoying recording playing.
SC: I was on hold for 20 min.! I am late for an appt.! The guy left me on hold! I am very upset! I want you to have him call me back!
Me: Ok, what is your name and number.
SC: The book is under my grandson's card. His name is Jim blah blah blah.
Me: can you spell his last name?
Sc: It's S-M-I-T-H. My phone number is blah blah blah.
Me: is that your last name or his last name.
SC: Mine.
Me: Can you spell his last name.
SC: It's A-D-A-L-A-N-T-E. Do you need the library card number?
Me: oK,
sc: I have to get the card out of my purse. It's blah blah blah. Listen, I not angry at you. I know I sound angry but I'm late and I'm waiting for my husband to pick me up....
Anyway, she wants me to first look up her grandson's info., with her name and social. Then she tells me he has a project. Hey, maybe you should have bought the book, esp. since it's Merchant of Venice, not some obscure book. And you were on hold 10 min. not 20. Ugh. Maybe once I told you you owe money, you should have called tomorrow, since you are running late.
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