Their forms may be rubbish, but the staff are great!

Staff from Edinburgh City Libraries have been in touch with me, and are investigating what’s happened with my missing membership application.

They may have suffered a process fail with the electronic submission procedure, but actually being pro-active and responsive to the issue is a big positive for their customer services. In Mastercard terms:
Form submission not being acknowledged?
Bad.
No membership card appearing after a month?
Annoying.
Wondering what’s happened to your personal details on the missing form?
Worrying.
Spotting the issue and contacting the user?
Priceless.
Plus…they’re getting e-books! I finally have a good reason to use the public library: it would give me something I want, in a convenient way!
P.S. – the people commenting on that link in the Scotsman are mad.

Author: Jennie

Law, libraries, books, crafts, and general geekery.

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out /  Change )

Google+ photo

You are commenting using your Google+ account. Log Out /  Change )

Twitter picture

You are commenting using your Twitter account. Log Out /  Change )

Facebook photo

You are commenting using your Facebook account. Log Out /  Change )

w

Connecting to %s