Sent to you by Sarah via Google Reader:
via Dear Daniel: the Archived Letters by HPL Training on 4/5/10
Dear Daniel,
It doesn't happen often, but how do I handle a situation in which a customer is applying for a library card and they have a previous account with fines in the system and claim they never created an account?
-Apropos of Apps
Apropos, the instant the customer says they've never applied for a card, take a look at the account, making sure the name and ID # match. If so, write down the card number and call the circulation team at either 31571 or 31574 to conduct a signature check. They will request the call number and a copy of the ID/TDL to verify the signature. If you cannot get away from the desk to deliver the copy of the TDL/ID to Circ, feel free to call your Floater to assist. Once the Circ team has located the original application and compared it with the signature on the ID, they will determine whether or not the card was applied for by the customer by analyzing the library card. Make sure you get a copy of the driver's license for Circ Team so they can quickly and efficiently conduct the signature check. Only after you've gotten confirmation from the Circ team do you call us to inform us of the issue, however once the Circ team has made the decision that the card belongs to the customer, it is important to remember we cannot overrule this.
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