Patron Comment Forms

 

 

 Sent to you by Sarah via Google Reader:

Patron Comment Forms

via Neighborhood Libraries Blog by HPLNL Admin on 3/15/12

Hello,

I have received clarification on the handling of complaints that I was not aware of so I thought I would share it with you here. When a customer complains (or compliments) our locations, we should offer them a Patron Comment Form. According to the Patron Comment Policy (1.1 B.1), "whether or not the patron decides to pursue a matter by filling out Patron Comment Form, a staff member and the unit manager always send in the form upon each incident of a complaint."

Therefore, if a customer complains verbally, but does not want to fill out the Patron Comment Form, the staff member accepting the complaint should fill out the Patron Comment Form themselves with as much information as is available. This applies to complaints both in person and on the telephone. If the customer does not give you their name, leave that section blank. It is preferred that staff direct customer concerns to the manager first so he or she is aware of the issue and can address it immediately.

Route Patron Comment Forms to Yolanda Anguiano in NL Administration and indicate if follow up is needed. Communications tracks complaints and reports them monthly to ELT so it is as important to report these verbal complaints as the ones we receive in paper form. It can also be helpful to have a record of customer concerns as early as possible so they can be resolved quickly.

If you have any input of the Patron Comment process, please comment here or email me at Laurie.Covington@houstontx.gov.

Thanks,

Laurie