Managing in the Middle by Robert Farrell
Author:Robert Farrell [Farrell, Robert and Schlesinger, Kenneth]
Language: eng
Format: epub
Tags: Reference
ISBN: 9780838996386
Publisher: American Library Association
Published: 2013-04-10T00:00:00+00:00
Emily is frequently late for work. There is no pattern to her lateness. When asked about it, she blames either her alarm clock or traffic. Other staff have to cover her responsibilities for opening the library.
Norman is friendly and, for the most part, provides first-rate customer service. Some patrons refuse to be helped by any other staff member. Norman spends far too much time assisting these individuals, making other patrons wait. He also conducts personal discussions not related to the library.
Clifford appears depressed and struggles with customer service. Although he handles external customers acceptably, he talks negatively about them behind their backs. Further, he is rude and unresponsive to staff in other departments.
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