Using Retail Customer Service Tools to Improve Circulation ... · Total Visitors FY 2017-2018:...
Transcript of Using Retail Customer Service Tools to Improve Circulation ... · Total Visitors FY 2017-2018:...
![Page 1: Using Retail Customer Service Tools to Improve Circulation ... · Total Visitors FY 2017-2018: 344,397 (increase of 7.8% over FY 2016-2017 (319,347)](https://reader034.fdocuments.in/reader034/viewer/2022042308/5ed417088d46b66d2263718f/html5/thumbnails/1.jpg)
Using Retail Customer Service Tools to Improve
Circulation Services at the Marion Public
LibrarySue Gerth, Circulation Services Coordinator, Marion Public Library
![Page 2: Using Retail Customer Service Tools to Improve Circulation ... · Total Visitors FY 2017-2018: 344,397 (increase of 7.8% over FY 2016-2017 (319,347)](https://reader034.fdocuments.in/reader034/viewer/2022042308/5ed417088d46b66d2263718f/html5/thumbnails/2.jpg)
![Page 3: Using Retail Customer Service Tools to Improve Circulation ... · Total Visitors FY 2017-2018: 344,397 (increase of 7.8% over FY 2016-2017 (319,347)](https://reader034.fdocuments.in/reader034/viewer/2022042308/5ed417088d46b66d2263718f/html5/thumbnails/3.jpg)
*U.S. Census Bureau
Marion population: 38,400 (2017)*
Cedar Rapids population: 132,228
(2017)*
Hiawatha population: 7,353 (2017)*
![Page 4: Using Retail Customer Service Tools to Improve Circulation ... · Total Visitors FY 2017-2018: 344,397 (increase of 7.8% over FY 2016-2017 (319,347)](https://reader034.fdocuments.in/reader034/viewer/2022042308/5ed417088d46b66d2263718f/html5/thumbnails/4.jpg)
Total Visitors FY 2017-2018: 344,397 (increase of 7.8% over FY 2016-2017
(319,347)
New Cards Issued:FY2017-2018 2,762
(increase of 22.4% overFY 2016-2017
2,257)
Source: Marion Public Library Board Report, June 2018
![Page 5: Using Retail Customer Service Tools to Improve Circulation ... · Total Visitors FY 2017-2018: 344,397 (increase of 7.8% over FY 2016-2017 (319,347)](https://reader034.fdocuments.in/reader034/viewer/2022042308/5ed417088d46b66d2263718f/html5/thumbnails/5.jpg)
Total Circulation* in the Metro Library Network 2016-2017:
Cedar Rapids: 1,027,369
Marion: 655,928
Hiawatha: 241,490*Electronic and physical materials
Source: State Library of Iowa
![Page 6: Using Retail Customer Service Tools to Improve Circulation ... · Total Visitors FY 2017-2018: 344,397 (increase of 7.8% over FY 2016-2017 (319,347)](https://reader034.fdocuments.in/reader034/viewer/2022042308/5ed417088d46b66d2263718f/html5/thumbnails/6.jpg)
**
The Circulation Area
Could be confusing to customers: where do I go?
Shelving arrangement created barriers to easy access of materials
So many signs!
How to slow down customers when they enter the library?
Circulation assistants not comfortable taking care of customer issues
We’ve outgrown our library space: how to make it work?
![Page 7: Using Retail Customer Service Tools to Improve Circulation ... · Total Visitors FY 2017-2018: 344,397 (increase of 7.8% over FY 2016-2017 (319,347)](https://reader034.fdocuments.in/reader034/viewer/2022042308/5ed417088d46b66d2263718f/html5/thumbnails/7.jpg)
Goals:
*Decrease turn-around time for customer holds
*Improve customer access to recently returned titles
*Remove barriers to library card use
*Improve communication within the Metro Library Network
*Get to Yes with excellent customer service
![Page 8: Using Retail Customer Service Tools to Improve Circulation ... · Total Visitors FY 2017-2018: 344,397 (increase of 7.8% over FY 2016-2017 (319,347)](https://reader034.fdocuments.in/reader034/viewer/2022042308/5ed417088d46b66d2263718f/html5/thumbnails/8.jpg)
Simple Things Add Up to
Great Customer Service
![Page 9: Using Retail Customer Service Tools to Improve Circulation ... · Total Visitors FY 2017-2018: 344,397 (increase of 7.8% over FY 2016-2017 (319,347)](https://reader034.fdocuments.in/reader034/viewer/2022042308/5ed417088d46b66d2263718f/html5/thumbnails/9.jpg)
Rubber Bands
Keeps holds together, saves customer time
![Page 10: Using Retail Customer Service Tools to Improve Circulation ... · Total Visitors FY 2017-2018: 344,397 (increase of 7.8% over FY 2016-2017 (319,347)](https://reader034.fdocuments.in/reader034/viewer/2022042308/5ed417088d46b66d2263718f/html5/thumbnails/10.jpg)
Moved Book Drop
Email receipts
option at all Circulation
desks
![Page 11: Using Retail Customer Service Tools to Improve Circulation ... · Total Visitors FY 2017-2018: 344,397 (increase of 7.8% over FY 2016-2017 (319,347)](https://reader034.fdocuments.in/reader034/viewer/2022042308/5ed417088d46b66d2263718f/html5/thumbnails/11.jpg)
Put yourself in the customer's place
![Page 12: Using Retail Customer Service Tools to Improve Circulation ... · Total Visitors FY 2017-2018: 344,397 (increase of 7.8% over FY 2016-2017 (319,347)](https://reader034.fdocuments.in/reader034/viewer/2022042308/5ed417088d46b66d2263718f/html5/thumbnails/12.jpg)
Small changes in merchandising materials makes a big difference
![Page 13: Using Retail Customer Service Tools to Improve Circulation ... · Total Visitors FY 2017-2018: 344,397 (increase of 7.8% over FY 2016-2017 (319,347)](https://reader034.fdocuments.in/reader034/viewer/2022042308/5ed417088d46b66d2263718f/html5/thumbnails/13.jpg)
Red bags for transit items in Metro Library
Network
Introduced Recently Returned Carts
![Page 14: Using Retail Customer Service Tools to Improve Circulation ... · Total Visitors FY 2017-2018: 344,397 (increase of 7.8% over FY 2016-2017 (319,347)](https://reader034.fdocuments.in/reader034/viewer/2022042308/5ed417088d46b66d2263718f/html5/thumbnails/14.jpg)
Make it easy for the customer
(We're here for them!)
![Page 15: Using Retail Customer Service Tools to Improve Circulation ... · Total Visitors FY 2017-2018: 344,397 (increase of 7.8% over FY 2016-2017 (319,347)](https://reader034.fdocuments.in/reader034/viewer/2022042308/5ed417088d46b66d2263718f/html5/thumbnails/15.jpg)
![Page 16: Using Retail Customer Service Tools to Improve Circulation ... · Total Visitors FY 2017-2018: 344,397 (increase of 7.8% over FY 2016-2017 (319,347)](https://reader034.fdocuments.in/reader034/viewer/2022042308/5ed417088d46b66d2263718f/html5/thumbnails/16.jpg)
Exceed customer expectations every
time
![Page 17: Using Retail Customer Service Tools to Improve Circulation ... · Total Visitors FY 2017-2018: 344,397 (increase of 7.8% over FY 2016-2017 (319,347)](https://reader034.fdocuments.in/reader034/viewer/2022042308/5ed417088d46b66d2263718f/html5/thumbnails/17.jpg)
![Page 18: Using Retail Customer Service Tools to Improve Circulation ... · Total Visitors FY 2017-2018: 344,397 (increase of 7.8% over FY 2016-2017 (319,347)](https://reader034.fdocuments.in/reader034/viewer/2022042308/5ed417088d46b66d2263718f/html5/thumbnails/18.jpg)
![Page 19: Using Retail Customer Service Tools to Improve Circulation ... · Total Visitors FY 2017-2018: 344,397 (increase of 7.8% over FY 2016-2017 (319,347)](https://reader034.fdocuments.in/reader034/viewer/2022042308/5ed417088d46b66d2263718f/html5/thumbnails/19.jpg)
Image source: Google Creative Commons Image
What's next for the Marion Public Library?
![Page 20: Using Retail Customer Service Tools to Improve Circulation ... · Total Visitors FY 2017-2018: 344,397 (increase of 7.8% over FY 2016-2017 (319,347)](https://reader034.fdocuments.in/reader034/viewer/2022042308/5ed417088d46b66d2263718f/html5/thumbnails/20.jpg)
Sue Gerth, Circulation Services CoordinatorMarion Public Library
Marion, Iowa
Email: [email protected]