Photocopy Woes
Hi all!
Problem of the week: a patron tells you they put cash in the photocopy machine and it jammed so s/he needs a reimbursement.
What do you do?
Answer!
If the patron paid with cash, s/he needs to call the Copy Center at ext. 6188. You can act as an intermediary by calling on behalf of the patron, BUT the patron needs to be willing to wait in the library for the copy people to come. If s/he cannot wait, give the patron the phone number and s/he must take care of the situation his/herself. The copy people want to come over immediately and deal with it.
It's unlikely the copy people will be available at night time and on weekends. In the event they do not answer the phone, it's even more important the patron follows up with the copy people directly.
If there are still credits on the machine when the patron complains to you, go to the machine, turn it off, and put an Out of Order sign on it. That way the original situation will be preserved and the copy people can witness the credits themselves.
In the event the patron cannot wait, or is becoming impatient and/or frustrated, s/he needs to contact the Copy Center directly. We will not handle cash or keep the reimbursement for the patron to pick up later, so the patron needs to arrange the reimbursement with the Copy Center his/herself.
Tip #1: If the patron's frustration is escalating into full blown rudeness, it helps to reassure them that you have no money, so there is no way you can immediately reconcile the situation. It also helps to be super nice.
Tip #2: If the patron has photocopying to do still, offer to pay for it with the department copy card. Don't just swipe the card and walk away. Make sure it is used for a fair amount of copies.
If the patron paid for his/her print job with Dons Dollars and needs a refund, One Card will deal with the refund. We have a pad of One Card refund forms in the drawer at the reference desk. They say they are for printer problems, but you can use them for photocopy problems as well. Just indicate on the form that it is for a copier problem.
Any questions? Ask away!
Problem of the week: a patron tells you they put cash in the photocopy machine and it jammed so s/he needs a reimbursement.
What do you do?
Answer!
If the patron paid with cash, s/he needs to call the Copy Center at ext. 6188. You can act as an intermediary by calling on behalf of the patron, BUT the patron needs to be willing to wait in the library for the copy people to come. If s/he cannot wait, give the patron the phone number and s/he must take care of the situation his/herself. The copy people want to come over immediately and deal with it.
It's unlikely the copy people will be available at night time and on weekends. In the event they do not answer the phone, it's even more important the patron follows up with the copy people directly.
If there are still credits on the machine when the patron complains to you, go to the machine, turn it off, and put an Out of Order sign on it. That way the original situation will be preserved and the copy people can witness the credits themselves.
In the event the patron cannot wait, or is becoming impatient and/or frustrated, s/he needs to contact the Copy Center directly. We will not handle cash or keep the reimbursement for the patron to pick up later, so the patron needs to arrange the reimbursement with the Copy Center his/herself.
Tip #1: If the patron's frustration is escalating into full blown rudeness, it helps to reassure them that you have no money, so there is no way you can immediately reconcile the situation. It also helps to be super nice.
Tip #2: If the patron has photocopying to do still, offer to pay for it with the department copy card. Don't just swipe the card and walk away. Make sure it is used for a fair amount of copies.
If the patron paid for his/her print job with Dons Dollars and needs a refund, One Card will deal with the refund. We have a pad of One Card refund forms in the drawer at the reference desk. They say they are for printer problems, but you can use them for photocopy problems as well. Just indicate on the form that it is for a copier problem.
Any questions? Ask away!
