I want a better explanation. The customer's obligation is to accept and follow circulation policies without question. Policies should be a means to an end, a way to connect customers with collections. Too often enforcing policies becomes the goal of service. Confidentiality serves a good purpose, but the circulation specialist seems unable or unwilling to explain it.
Customers demand service that adds value to their lives.
Service must be convenient. The costs of obtaining service must not outweigh the benefits to be received. Both customers wanted quick solutions to their problems. No, if we understand that customers value cost. Privacy was less important than saving money.