interview Flashcards
Good teamwork?
communication. E.g. reader who has a medical condition and is allowed to bring medicine or therapeutic device into the reading room - this is ascertained at registration/entrance and must then be passed on to L13. Usually send an email round to all, and perhaps also give L13 a call. Or simply coordinating who’s doing what subtitles.
Could also be helping/training a colleague (e.g. with one of the myriad CRS idiosyncrasies - often takes more than one of us to solve!), or asking for help when needed - sometimes necessary when starting VS as there are so many procedures, you learn by experience. Inverse of that - do things yourself when possible - work it out, or at least remember first time! Balance.
Demijohn - take customer complaints and orders in Edinburgh; submit to Glasgow. Sometimes, contact York and Oxford for the sake of stock, or coordinate i.e. part from each.
Utilising people’s skills - e.g. get one employee who’s louder to do the on-floor sales, another who’s neater to do the bottle writing! In RS, perhaps you give specific enquiries to specific people based on their interests? Also, LFH lockdown maps project - I got in touch specifically with V who can draw, and would enjoy it, P gave me the idea, and I worked with maps and LFH colleagues like MBF to work out how we’d do it.
Everyone on same page - team standards in VS, we all defined them and follow them. Following similar procedures - e.g. a set number of rules that are essential to explain in RR.
Good communication?
as above. Or, in reverse, when M in demijohn didn’t mention to me that she had offered a certain price/ discount and I surprised the customer by asking for a lot! I would have appreciated… so good example of importance of communication between members of a team! If in doubt, communicate, is my general attitude.
From managers: procedures, team standards, to ensure we are all on same page and not contradicting each other (as above - RR, L13 coat policy etc).
To managers/ feedback into procedures: if things haven’t worked or someone has complained.
Good customer service?
personal; never same twice but tailored to each individual. Obviously in case of impairment e.g. deaf/mute lady, but also for everyone - people have different ways of talking, different ways of listening, depending on age, character, nationality etc. In eg. RR very important that everyone understands the regulations. Equally in DJ one-to-one service at all times. You should never forget that you’re talking to a human being! Can have a pleasant conversation, good morning how are you etc, part of the service.
Then obviously polite, professional, clear. Good communication e.g. apologising for a delay or explaining that we’ll be able to serve you in x minutes/someone was here first - so they don’t feel neglected. Customers are sensitive creatures!
Flexibility - e.g. to stop what you’re doing, serve someone, come back. Espec. At front desk, doing something on PC and constantly interrupted. Always welcoming and helpful, customer first.
Helping when busy (teamwork) eg in RS from enquiries to returns.
Teamwork and communication - as above, ensuring consistent and quality customer experience. Also DJ examples - working together to solve issue, then relaying.
A time you went above and beyond
staying late to finish stocktake. Personally helping a customer a few times - e.g. dragon lady. Register for her, take a long time to talk through regulations, show her catalogue, explain how to submit an enquiry.
A time you had to deal with time pressure, targets and priorities
Dj Christmas! Hectic everywhere. Prioritise the most urgent complaints and orders, then the rest, with the shop floor taking precedence when extremely busy. Basically just had to work very hard and very quickly. Also make sure team working efficiently together, i.e. tasks efficiently spread out (shop floor/tills) and everyone serving on the floor (not stockroom, etc).
A time you had to solve a tricky problem or be flexible
customer complaints at DJ. Allowed to exercise discretion in offering discounts, free delivery etc. in order to make up for a mistake. Also, giving a customer extra help as/when needed even if takes longer - older people registering, etc.
A challenge to deal with when presenting - tasting evenings
Managing the group, large and rowdy, and increasingly inebriated, in a tiny shop! Stand on chair and shout for quiet - show presence. Otherwise all fine.
Something you had to solve at Demijohn by coordinating/instructing other managers
Mail order missed - call Glasgow - no stock in Glasgow - ask York to send part out on a priority, while I send the other part, and email the customer to apologise and explain.
Responding to online enquiries in VS
LibAnswers, same I believe
What did you do with LFH?
VS/ maps twitter publicity - draw lockdown map. Also quiz idea, which I was working on along with Robbie, but which got shelved for now. And discussion group with, among others, Louise McCarron from RS, and BB. Mostly stopped when we returned to library the first time, and now involved in other projects.
Answering enquiry (from home?) on alma, new system, and unsure if correct
First, try to work it out using the user guides on sharepoint and training I’ve received. (I understand that a lot of it is familiarising yourself through experience, so working out problems is part of the learning process) Then if really stuck, send someone in RS an email - either a colleague or the person who trained me.
Why prefer this shift pattern?
Leaves morning for - the other things I’m going to be doing, copywriting, writing, podcast, languages. Nice balance. But would definitely take other.
Why now for RS, and not before?
Lockdown work changed my perspective, gave me an insight into broader work of the library, and I’ve really enjoyed - hence RS, getting involved with catalogues and collections, while retaining customer service. Also, shift pattern and hours. Also, personal circumstances - haven’t always been sure staying in Edinburgh, but now pretty well set, for foreseeable future.
Things to mention
Languages?
Worked in RS to take in delivery and place books in appropriate place by reader’s name.
Positive, personal (named) customer feedback on multiple occasions at both NLS and DJ.
Podcast
Poetry competition shortlist (twice!)
Questions
Enquiries - how much of the job? Academic or more functional? And is there choice based on your interests, or are you assigned them more randomly?
Would I be WFH or in?
