Scenario: A patron comes into the Learning Commons space to take a test on one of the computers without informing the Service Desk. The patron came in 45 minutes before the LC closes. 15 minutes before closing, you do the walkthrough telling those in the space that the Learning Commons closes in 15 minutes. The patron is visibly agitated and explains that she is taking a test and that it will take her at least another hour to complete the test. What would you do?
- Empathize: Say something like, “I understand how frustrating this must be, and I’m sorry you are in this situation, but unfortunately, we do close in 15 minutes.”
- Offer solutions:
- The patron can contact their instructor and explain the situation: that the Learning Commons closes before they can finish the test.
- Suggest that the patron ask their instructor if they can finish the test when the Learning Commons opens the following day, or an alternative location such as the Testing Center.
- Remind the patron that the Testing center is the optimal place to take a test, but if they decide to use the Learning Commons, please read the posted hours on the door or website. Invite the patron to stop by the Service Desk if they are taking a test so you can remind them of the time especially if it is close to closing time.
- By showing empathy and providing solutions while also clearly communicating the library’s policies, your aim is to resolve the situation that is fair to both the patron and the Learning Commons operational needs.
