Watch what you say...

Everyone needs to watch their wording at the desk and on the phone.
Do not give out incorrect information.

Waiving Fees:
It is not appropriate for student workers to tell patrons that the supervisor will waive overdue late fees, including laptop fees. Any waiving of fees is done on a case –by-case basis as determined by the supervisor. No one is guaranteed to have any fees waived or reduced.

If they are told that a fee is going to waived and that ends up not being the case, it just gives the patron added aggravation and makes the department look bad.

If a patron has issue with a fine/fee, you need to get a supervisor. Kim or Peggy should be able to assist them, if not, get me.

Room Reservations:
Be very cautious when explaining the availability of meeting rooms. Never promise or suggest that we will hold a room for someone if they do not have a reservation posted in the Room Reservation System. We do not hold rooms. If they don’t have a reservation, they don’t have a guarantee on a room. Period.

All reservations are taken on a first-come, first-serve basis. If they are an organization that does not have the appropriate paperwork ready for making a reservation (i.e. Activities Permit), we cannot assume that when they do come in with papers in order (later today, tomorrow, next week, etc.) that the room they wanted will be available.

All student organizations MUST have an activities permit that has been approved before any rooms/equipment can be booked.

Bottom line: Don't make promises you cannot keep.