I must say from the experience we've had there's been quite a few problems with the staff aspect. D-Tech are a competent supplier and we've received a decent amount of training using the software and such. However there seems to be a real gap between either working with the lms, 'selling' the product effectively and future developments.
We're expecting our staff to become customer service/sales staff when the majority especially ours have never worked in that environment. It's quite reasonable to think about training in other areas, it might be worth looking at if there is any basic customer service training within your organistation and adapting this?
Unless there are companies that do this already i.e getting the best from your RFID/self-service?
Thanks,
Jenny
________________________________
From: Discussion List for RFID in Libraries on behalf of Pauline Barfield
Sent: Wed 3/18/2009 6:03 PM
To: [log in to unmask]
Subject: RFID tRaining
What level of training was given when self service was installed. We are going
with Intellident and I suppose they will give basic training but did any of you
do more than that? I am thinking of 'How to cope without a counter' (don't
laugh there are loads of stories out there about staff using trolleys and
shelves to make a counter) and also tips on how to approach customers,
answer enquiries etc. I know it is basic but not all staff are comfortable going
up to people and talking to them and also they need to recognise when the
customer doesn't want a member of staff to talk to them.
What problems did you have at first - and don't tell me it all went smoothly
because you must have put an awful lot of work in beforehand - and were
they mainly with the machine and the customers or the staff.
Thanks for your continued help.
Pauline
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