u'r a libary assistant and there's a line of people waitin @ the issue desk,the phone's ringing, wat do you do

Question

This is an interview question i need help with. You are a libary assistant and there's a long line of people waiting at the issue desk, the phone's contantly ringing and you're on your own. Also some of the people waiting in line have got urgent queries. Do you serve them first. How would you handle the situation.

Answer 1

You answer the phone and ask the person to hold (they can't see that you are busy and will get frustrated that they cannot get through if you don't answer the phone). Then you help the next few people in line...never let anyone wait on the phone for more then 3 minutes(and that is still a long time)

You should NEVER ignore the people on the phone! That is rude and will show that you are unable to multi task or prioritize.

Answer 2

Have you ever stood in an enquiry queue when the phone is ringing and the assistant just ignores it? Didn't you think: "for god's sake answer the thing"...
Anyone in a queue can see you're busy and will make allowances provided you're working hard and efficiently (but not if you're gossiping with friends). The telephone enquirer can't see this, so needs reassurance that they have been noticed.
In the situation you pose, my advice would be to smile nicely at the waiting queue and say to them in general "I am sorry, I'm here on my own, please would you excuse me a moment while I answer the telephone enquiry". Answer the phone politely, explain you are dealing with another query at the moment and ask the caller for their number saying you will call them back. Then thank your queue for waiting and deal with them asap. Then, even if it's your break time, make the call back and deal with that enquirer.
The point of the interview test question is to determine that you understand two things: time management and dealing politely and efficiently with clients. There is not really a "right" answer (there rarely is). But showing that you have thought about the problem from a customer service perspective will impress.

Answer 3

This has happened to me. I queued at the library for ages then when it was finally my turn the phone rang and the person behind the desk answered it and dealt with that person. I was so cross as it was MY turn. And the person on the other end of the phone hadn't been waiting as long as me. So I would say deal with the customers first.
It is a library so the person calling does not have an emergency, the customers however may have a bus to catch, or children to collect from school, or need to get back to the car within a certain amount of time (according to how much time left on their ticket) or may be elderly or infirm and unable to stand for long periods...... They must be the priority then.

Answer 4

Deal with the queue.

Make the comment that under those circumstances it would be a good idea to be able to turn the phone over to a voice message which will inform the customer ringing that the staff are currently busy - and to either suggest better timeframes for ringing or take a message. This would stop the rest of the (quiet) library being driven nuts by the phone and allow the important people in front of you to be dealt with.

Answer 5

I would answer the phone and very nicely ask them to hold for just a moment. I'd help 2 or 3 people (depending on how long it takes to wait on them) then go back to the person on the phone letting the next person in line know that you'll be with them in just a moment. It's all in how you handle it with the customers. If you're short or rude they're more likely to get impatient. If you're kind and apologetic they are more likely to be understanding. Also, you need to keep in mind that the people in line (because they are there) need to be taken care of as quickly as possible. If people call on the phone and you can't help them quickly ask for their number, let them know that you are very busy and alone and give them a call back as quickly as you can.

Answer 6

I would answer the phone, apologise to the person on the other end and explain that there is a line of people waiting and ask if you could take their phone number and call them back.

Then I'd serve the customers.

When the line of people had all been served I'd ring the other customer back.

Answer 7

I think I would ask the people in the line to excuse me, answer the phone and take a message to reply to later. When its busy in the office where I work, or I am the only one there, I find it really difficult to talk to people when the phone is ringing - I get abit flustered! If the phone rang again though, I would let the queue take priority and deal with them first. I think you just do whatever feels right at the time. (Also depends how grumpy your customers are!)

Answer 8

If it's not from my cells, I will answer it. By the way,I don't have the habit of keeping my cell on while I'm at work. People in line anyway are still under control. You just don't know what's happening at the other end of the phone. If the phone calls are not important, you can cut it short and ask the caller call back later.

Answer 9

well, sounds like a shitty question (i mean to be asked at an interview), but personally, if i'm waiting in line, and the customer service person answers the phone instead of helping me, it really pisses me off. i think it's much more important to help the people standing right there then answer the phone -- the answering machine can pick up and you can take care of those calls later, and think about it, it's a library, what could they be calling about? how to get there? wanting the hours? maybe to reserve a book? i'd help the folks right in front of you, but that's me.

Answer 10

Hi.


Oooooh thats tricky one Isn't it........

I would be inclined to say that firstly I would deal with the Telephone call as quickly & Efficiently as possible, considering your in a Library its not a good idea to have phone ringing while people are trying to concerntrate.

I would advise the customers waiting at the desk to just Bear with me for a moment & that I'll be right back!

I think the customers would be very understanding being that its a Library.....

And just apologise for the wait.........

Good Luck with your Interview