Posts Tagged ‘customer service’


Default searches in Wiley Online Library and how not to help

In Eresources on January 20, 2012 by africker Tagged: , , ,

We recently bought some oBooks from Wiley (do other companies call online ebooks obooks?).

One of these is “Enabling learning in nursing and midwifery practice” – a popular text with our users (in paper form – look forward to seeing if they use the oBook).

Sorting out the linking for this item I tried to retrieve it on Wiley Online Library.

I searched for – enabling learning nursing – seems a fair search to me.

Result – “No results found for: enabling learning nursing.”

A search for – enabling learning – works fine.

A search for – enabling learning in – works fine to.

Clearly this is an issue.  Being a helpful customer I report this via the online form spelling out the series of search strings, location of search and so on.

Response – “Please send us screen shots”

This is not a hard to replicate fault – I have replicated it several times to check it really was an issue before logging it.  I click the link to update the enquiry – it fails.

I start a new enquiry (I am a helpful and determined customer) including the reference from last time and spend quality time preparing a document that includes all the screen shots you might want to see.

Response – ” Thank you for your reply and screen shots to 120117-000375

You may use the “Advanced Search” functions to search for the journal you are interested of.

Attached is the User Guide for your reference in using Advanced Search function.

Hope this information helps.”

So a report that your main front page search function is at some level broken draws the suggestion I need to read the manual and /or use an alternative search option?  Of course the link to respond to the enquiry fails so I cannot easily continue the discussion but why bother?


Customer service? In the NHS?

In Health industry on October 24, 2010 by Danielle Tagged: , ,

KevinMD tweeted a blog post on customer service today. I’ve happily noticed a number of ‘how does this other field inform medical practice’ type tweets from the docs I follow on Twitter, of late. This post piqued my interest because what does the ‘gung ho’ ‘customer is always right’ brand of American customer service (and indeed but maybe to a lesser extent Canadian customer service) have to say to the NHS?

He says that one of the common tenets that a group of successful companies (including Enterprise Rent a car) is:

Employees are “hired for fit.” If a prospective employee doesn’t radiate service, they are re-directed

This clearly isn’t the case with the NHS nor could it be- employees are hired for specialist knowledge and skills and if their customer service isn’t up to scratch, then this is the hundredth thing on the job spec so they stay put.

I overheard a conversation in which somebody was asking why the receptionist was always rude at the doctor’s office. The answer that was given was that they are the chief gatekeepers for the doctor. Having worked with doctors I agree with this. But also having worked with customers, I understand the need to sometimes put up a barrier against a tide of emotional, stressed and often abusive customers…and I worked in a bookstore! So while I am not exactly criticising the apparent lack of customer focus in doctor’s surgeries and hospitals, I think we need an intervention. I am in favour of a customer service focus. I think the current system is based solely on goodwill and signs asking us not to be abusive (similar to the signs at the Post Office pick up window). Staff are clearly overwhelmed as KevinMD writes in another post. We need more doctors, more surgeries and better customer service.

My new doctor’s surgery has a touch screen system to allow patients to ‘check in’ to their appointment and it succeeds in taking people out of the massive queue for the receptionist. People spend less time queuing, aren’t made late for their appointment and hopefully spend less time thinking angry thoughts. This is a great start and will increase goodwill in patients if not in staff as well.

Regents park in October


Problem with exporting search results from Ovid

In Information industry,Website reviews on August 6, 2010 by Alan Lovell Tagged: , , , ,

Just a quick warning that there is currently a problem with the new OvidSP platform when you try and export/download results using the .txt format. Unfortunately it does not tell you there is a problem – everything seems just dandy in fact – but when you look closely you might be missing a handful of records. Quite worrying, if you’re doing a systematic review, and dealing with many hundreds of records. You might miss the key study and you’d never know it…

When I noticed this was happening I asked Ovid what was going on. They confirmed there was a known problem. However, they did not apologise or acknowledge in any way that it might be an inconvenience. Thanks guys, good customer service. They just said my name would be added to the list of customers that have reported the issue and who would be told when they come up with a solution. Nice.