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Customer Service
By Peace | April 4, 2009
Customer Service At Woodlands Regional Library II
As soon as I was free that night, I visited the website of NLB, still figuring out how my child got overdue charges.
National Library Board Singapore(NLB): http://www.nlb.gov.sg/
Learn at the Library
Libraries for life, Knowledge for success
Notices:
1. Our online services will not be available from 9 April 2009 (9:00pm) to 11 April 2009 (9:00am) due to system maintenance. We apologise for any inconvenience caused.
2. Our bookdrop system is being upgraded. Items placed into the bookdrop after 9pm on 9 April 2009 will be returned by 10 April 2009. No fines will be incurred in your account. We apologise for any inconvenience caused.
I thought that there might be some problem with the bookdrop system — the book might have stucked at a corner for a week!
But later, I realised, and learned that :
Borrowing Privileges
* As a basic member, you are entitled to borrow FOUR library items for a period of 21 days for books, 14 days for magazines. Any book or magazine with an accompanying CD-ROM, when borrowed, will be considered as two loaned items. They are to be borrowed and returned together on the same membership card.
* CD-ROMs accompanying magazines are to be requested from the Customer Service Counter.
Overdue Books/Magazines/Audio-Visual Items
* Overdue fines are charged at $0.15 per book/magazine/CD-ROM with accompanying book per day and $0.50 per audio-visual item per day.
* Your borrowing privileges will be suspended once charges are incurred in your library account. They will be restored once the outstanding fines are settled.
My Fault, My Negligence
So I realized where is the ‘mistake’ or ‘misunderstanding’. I, (*LL*), have to pay the fines, my negligence — failed to see the receipt, assuming all the books must be returned on the 21st day.
Big Discovery… Mind at ease
Despite the fact that I explained to the customer service staff that we borrowed all books at the same time, and returned all books at the same time, but only one book was overdued… she never told me that magazines and books have different loan period. I wonder if she knows…
Peace of Mind
So I do not need to write-in anymore. And learn something new — the difference in loan period between borrowing books and magazines.
Paying Overdue Fees
Last year, when I want to pay those overdue fees from all the cards at the customer counter at first level of the Woodlands Library, they told me that I need to use cash cards, and they do not accept cash or other payment at the counter. So I need to use the kiosk. This time, I went straight to the kiosk, and not to the counter anymore.
Library ekiosk: Check status of Library Card and payment of fines
Convenient and Yet ‘Time-Consuming‘
For a small amount of $1.05, I thought it would be more convenient to pay via EZLink card. I stood there, at the ekiosk, putting my card in and out, and no response. I thought that I did not use the machine correctly. Then I asked Clara to go over to the customer service counter to ask the girl to come over. From far, as what I had seen, the girl was not so ‘responsive’ to a little kid. Later she turned her head, saw me, and then she walked over with her. I asked her,”how to use this card to pay?”
Another Big Discovery
It’s not that I don’t know how to use the machine. It’s the machine doesn’t recognize this new EZLink card. She said,”This machine does not accept new EZLink card. You can come over to the counter.” Next, I followed her to the Customer Service Counter.
At the counter, I thought I need to pay cash — since they don’t accept new EZLink cards. When I took out the cash, then she said that I can use the new EZLink card to pay.
My New EZ Link Card
Fine Payment Receipt
Happy, Happy
Finally everything settled, and Clara can borrow books again.
Knowledge For Success
Customer Service staff… I wonder if they have updated knowledge of what is going on in the library. There was once, last year, I asked them about the exhibition date. They told me the wrong date. (And I was lucky not to believe what she said — she doesn’t look or sound confident at all.)
Pleasing To The Ear
The customer service staff which serves me last night, gave me a good impression — even though with those little trivia — they should put notice on the machine that they don’t accept new EZLink cards, and that those with new EZLink cards can proceed to counter to pay for their fines. Anyway, the customer service staff was very polite. She sounds so nice, with sweet voice and that was like singing to the ear.
Let your kindness show banner at Woodlands Regional Library
All In All
Saw this banner at the library yesterday. Sometimes I had problems finding books. I had approached the staff in the library before. The staff/librarians are so far very good. They are helpful and courteous — don’t have to wait until got campaign then to show kindness. I should say I am happy with the library so far, though it had not reached the ‘world-class standard‘ and real professionalism.
Serve with pride, be proud of what you are doing, don’t be scared to disclose your name.
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