Hi all,
I'm hoping someone out there might be able to give me a bit of advice or the benefit of their experiences with the following:
We are currently within the planning phase of a renovation project at GCU and have the opportunity to review service models within the library. One of the discussions has centred on the aspiration to acquire a sortation unit to speed up the reshelving process. A question has been asked in relation to the impact on customer satisfaction should we move to the use of a returns only area, as we currently offer issue and return at all our 10 self-issue units across our 4 floors.
Has anyone on the list moved from a position where they have offered unrestricted use of self-service machines, to a model that included the use of a sortation unit? Did this change the service you offered and if so how did it affect customer satisfaction with the service?
Many thanks in advance!
Sonya Campbell
Customer Service Development Manager
T: 0141 273 1223
M: 07917 000 459
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