Front-Line Customer Service

Q. Some staff at the desk are very arrogant and rude. I hope these people know that most students are not trying to make their lives difficult.  I am not disparaging the work that you guys do, and I am very appreciative of how hard the job can be, but please show some flexibility in dealing with students.

A. Thanks for taking the time to send us your comments about service at the loans counter. I was sorry to hear that a number of these interactions had not been very productive.  The issues you raised will be discussed at an upcoming staff meeting. We do try and provide a positive customer experience and overall I think we succeed. However, there are times when all of us working on the counter fail to reach that standard and we need to be reminded of the impact this has on the person at the other end of the exchange.

take care

Scott Mackenzie
Head - Access Services