Customer Service Trivia: Ultimate MCQ Quiz!

1. How should you handle a difficult patron?

Push the panic button.

Listen carefully to their problem, empathize if possible, and remain calm.

Run to the Service Desk.

When dealing with a patron who is upset, you should remain as calm and helpful as possible. Sometimes just listening will help. If the problem persists, ask a staff member to take over. (slide 13)

Explanation

When dealing with a patron who is upset, you should remain as calm and helpful as possible. Sometimes just listening will help. If the problem persists, ask a staff member to take over. (slide 13)

2. If a patron asks you for a specific book title, but you don't understand what they are saying, what should you do?

Ask for clarification, such as "could you repeat that?"

Respond that we do not have the book .

Send the patron to the Reference desk.

Ask clarifying questions in order to be as helpful as possible. You may refer a patron with a complex question to the Reference Desk.

Explanation

Ask clarifying questions in order to be as helpful as possible. You may refer a patron with a complex question to the Reference Desk.

3. What should you do if you encounter someone viewing pornography in the Library?

Confront the patron and ask them to leave.

Report the name of the computer and a description of the patron to the service desk.

Nothing. It's not your job.

Never confront the patron yourself. Report the details to the Service Desk immediately. (slide 15)

Explanation

Never confront the patron yourself. Report the details to the Service Desk immediately. (slide 15)

4. If someone requests a community borrower's card, you should seek the help of a staff member.

True

False

This is one of the tasks you will have to ask a staff member to preform. A knowledgable student worker will know all new patron accounts require staff permissions. (slide 5)

Explanation

This is one of the tasks you will have to ask a staff member to preform. A knowledgable student worker will know all new patron accounts require staff permissions. (slide 5)

5. You may wear headphones at the Circulation Desk.

True

False

Headphones are not allowed at the Circulation Desk, because they hinder your ability to look approachble and willing to listen. (slide 12)

Explanation

Headphones are not allowed at the Circulation Desk, because they hinder your ability to look approachble and willing to listen. (slide 12)

6. While shelving, you discover a microfilm reel far from home. What should you do with the reel?

Leave it there. We are not responsible for Microtext materials.

Put it on the book truck.

Return it to the Microtext desk.

When you are working in the stacks, you should always return materials that are out of place to the correct department. (slide 16)

Explanation

When you are working in the stacks, you should always return materials that are out of place to the correct department. (slide 16)

7. Someone approaches the Circulation Desk and asks when Paige works. Should you tell them?

No

Yes

Yes, but only if the person is a family member.

Under no circumstances should you ever give information, including work hours or location in the building, to someone other than the owner of that information. (Paige in this case) (slide 17)

Explanation

Under no circumstances should you ever give information, including work hours or location in the building, to someone other than the owner of that information. (Paige in this case) (slide 17)

8. When a patron has a complaint, you should:

Tell them there's nothing you can do about it.

Call the manager tot he Circulation Desk.

Direct the patron to the "Something Wrong?" comment card.

Although it is permissible to calmly seek the help of a manager or staff member, whenever there is a complaint, invite the patron to fill out a comment card so that we can re-evaluate our policy. (slide 10)

Explanation

Although it is permissible to calmly seek the help of a manager or staff member, whenever there is a complaint, invite the patron to fill out a comment card so that we can re-evaluate our policy. (slide 10)

9. Which of these items are appropriate for work?

Jeans

T-shirt

Hat

Flip-flops

Comfortable shoes

Shorts

Ripped jeans

This question is not graded because it's a little tricky. There is no dess code, but generally it is not appropriate to wear a hat or ripped jeans to work. The flip-flops, while not the best choice, are still your choice. (slide 8)

Explanation

This question is not graded because it's a little tricky. There is no dess code, but generally it is not appropriate to wear a hat or ripped jeans to work. The flip-flops, while not the best choice, are still your choice. (slide 8)

Submit