I am getting gradually better at the customer service part of my job. After a number of years of ONLY paging (i.e., putting things back on shelves; fetching things from shelves), I have been working on the checkout desk now and then; and, recently, I’ve been increasing the number of desk shifts I cover for other people, in order to get more experience/money. I am getting less scared of the library patrons (I would not have described myself as “scared of them,” but it’s the explanation that matches my behavior), and less panicked/flustered when asked to do something I don’t immediately know how to do / don’t immediately understand. I can’t believe I am 50 years old and this is still an issue, but here we are, and at least it is nice to see there can be progress within repetition. I keep thinking about how, in my pharmacy job many years ago, there was an arc from panicked inexperience to calm expertise, and how gratifying it was to get to the point where I could take almost any problem and just SOLVE it. Insurance rejecting the claim? Diagnosed and fixed! Customer says their copay used to be $5 and now it’s $40? Investigated and explained! Customer needs something tricky, like an early refill of their medication to take on vacation, or a replacement for pills that fell into the sink, or maybe they’re from out of town and also normally use a different pharmacy chain but they’re having a medical situation and their doctor is trying to get them their medication here and it would be really nice if their $1200 medication could still go through their insurance and be $15? I GOTCHA. And I will get there with this job, too, if I keep practicing. The first two years are the hardest!
Yesterday I dealt with several situations a significant level up from what I used to be able to handle. One is a type of situation I’ve had several chances to deal with lately, and it’s where a patron has a book in mind, and they are giving me both the somewhat wrong name of the author AND the somewhat wrong name of the book. I used to punt that directly to a reference librarian (is “punt” the sports word I want? maybe I mean “hike” or “pass”), but now I spend at least a few minutes seeing if I can gently figure out what we’re looking for. (But not TOO long, because nobody wants that.) It’s very satisfying to untangle it and IN FACT FIND the thing they’re looking for. (Ah ha!! Thunderstruck by Erik Larson! Not Thunderstorm by Eric Lawson!)
I also dealt with a patron who started a conversation by saying WELP he’d lost $850, and then went into a long story about something he’d bought online that hadn’t worked out, and I managed to hold up my end of the conversation despite the non-library-related twists and turns, including one part where he said that in the last 16 years things in this country had really changed (hmm, what happened to this country for the first time in 2008 I wonder), and now the migrants were pouring in, and I said, Oh and also! there’s our downtown area! It was built for when this town was 1/3rd the size, and now it just can’t handle all the traffic, but there’s nowhere to expand! not without tearing down historic buildings!—which completely redirected him. He then kept talking long enough about those buildings, and about the cell phone coverage in the area, that a coworker attempted to bail me out by bringing me a little pile of work, but when I left the desk with that work, he started telling his story to two patrons with young children, so then I successfully extracted THEM from his conversation, and anyway I spend every work shift with damp underarms but also with increasing feelings of ability and competence.
Well, and increasing numbers of Work Stories. The other day I dealt with a patron who came up to the desk and was telling me about one of his many theories, this one involving AI—and then he paused and said, as if in sudden anxious consideration of my feelings: “Wait…are YOU a robot?” Friends, I was grateful to be wearing a mask on the lower half of my face, so that I only had to worry what my eyes were expressing. After a pause, during which I thought of the “meet them where they are” training of my eldercare job, I realized this was a question I could truthfully and directly and simply and easily answer, and so I did: “…No.” He went on with his story, reassured.