Kenes Bowling
Kenes Bowling
angry gentle library return tone wants
We use a gentle tone of voice. We let patrons know that the library isn't angry with them, and wants them to return the books.
account fraud large situation thousands
When we see large account balances, in the thousands of dollars, that's usually a situation when fraud is involved.
denied obligation open
If there is an open obligation to a library, a person can be denied credit, but once it's cleared, it has a negligible effect.
customer gentle goodwill help importance libraries patron understand
It's real important to our customer libraries that patron goodwill be protected. So we use a gentle approach. We help patrons understand the importance of libraries to their communities and most patrons respond.