Customer Service Excellence (CSE)?!
Since Wednesday, 12/11/2014, I have been unable to
No staff member seems to know what is actually going on. I have been told - by Tunbridge Wells’ staff - to try
This new library
I must now obtain Guest Tickets from staff after signing for them - yet another onerous task - unexplained except in terms of revenue protection or some vague failing of Microsoft software.
What went wrong
Clearly, this results from your new policy (as of 17/11/2014) of disabling customer access to the Web if individual Fines/Charges rise to
Making it harder for customers
But, if delinquent accounts really are a serious issue for the Library Service, it is strange that many of the library’s automated borrow/return machines do not accept payment (none at all accept credit/debit cards). This makes an overdrawn library account ever more likely since it is possible to borrow chargeable items, like DVDs, without paying for them. (It makes no sense for the Service to enjoin
If the thief doesn’t own up, you’ll all be in detention!
All library members are now blacklisted until their accounts are checked and, presumably, the
While recognising the Library Service is not yet computerised enough to do this, it is always better to punish people - directly & individually - in terms of what they do (or do not do) rather than in any other terms: The punishment then more closely fits the crime. For example, customers who return
It would be easier (since it is common business practice) to give customers time to pay rather than focus on the amount owing. The latter merely encourages library members to conclude Fines/Charges less than
There seems no reason for an arbitrary limit of
Who benefits from automation?
Ultimately, if you wish customers to ‘Make sure [they] can still get online’, you should not put unnecessary obstacles in their way: It is better to ensure any
PS: There is also the additional issue that when one is