You could simply point to the wall where the dvds are located, but you need to ask yourself, what does the patron really need? 1. ask them what dvd they are looking for. they may not even have a call number, in which case, they will not know how to find the dvd, even if you point them in the right direction.2. look it up. first, you can get them the call number if they dont have it and second, you can see if its available.3. help them find it. physically walking a patron to an item or location is really taking customer service to a level of excellence. patrons appreciate the extra help and attention. even if you are alone at the circ desk, its usually not a problem to walk a short distance to help someone - just keep an eye on the desk. dont be afraid to ask a librarian or other staff member to cover the desk for you if you need to help someone. if you are alone and cannot go upstairs with a customer, get out the maps in the faq book and make sure they know where they are going.4. dvd not available/not on shelf. if the dvd is not available, offer to place a hold on it or leave me a note and i will get back to the patron.
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