Equipment Management and Policies

Welcome to the Penn State Media and Technology Support Services online training!

 

In this course you will be learning about:

WebCheckout

Training Videos

Click on the Checkout Icon

Click on the Reservation Icon

Click on the Rapid Return Icon

When starting a checkout, where does your cursor need to be placed?

When scanning equipment barcodes, where does your cursor need to be placed?

Where do errors appear on the checkout screen?

Where do you change the return date and time?

Equipment Management

In this section you will learn about the different types of equipment we offer, checking in equipment and checking out equipment, creating a repair ticket, and updating the the repair ticket.

What we do?

Equipment Rental

At Wagner Annex we house a rental counter for Active Penn State Students, Faculty, and Staff to rent equipment free of charge. 

Classroom Support

Throughout Penn State, Media and Technology Support services is funded under the University Libraries to provide AV services and support to General Purpose Classrooms throughout campus. 

Rental Policy

  • Students, faculty and staff are eligible to rent equipment free of charge
  • 5 business day rental period
  • 3 Renewal Limit (Requires confirmation from MediaTech Staff prior to order being due)
  • Max 20 business day rental
  • Late returns: $25.00 per order per day
  • Reservations can be made through the Patron Portal.
  • A valid PSU ID card is required to rent at MediaTech

Are the following statements true or false?

  • Patrons can have equipment for as long as they want
  • Late fees will be assessed at 25 dollars per day per order.
  • Patrons can reserve equipment through Patron Portal.

Checking Equipment

When we checkout or return equipment, it is important that we check for all the accessories (cables, adapters, batteries, cards) in the bag before scanning out the camera or marking the items returned in WebCheckout. This ensures all the equipment is going out with the proper accessories, and that the patrons are returning everything. 

Place the following steps in order for checking out equipment

  • Scan the Patron's PSU ID Card in the checkout screen patron field and ask what equipment they would like to rent
  • Set the return time 5 days out and leave the return time set to default
  • Grab the equipment requested from the storage areas
  • Check the equipment for missing accessories, broken pieces, or items requiring servicing
  • Scan the barcode of the equipment in the checkout screen barcode field
  • Check that the equipment listed is correct
  • Click Commit
  • Ask the Patron if they needed anything else
  • Click Confirm Checkout
  • Ask the Patron to Print and Sign their name, then give them the CK number and return date
  • Hand the equipment to the patron and end the transaction in a courteous and professional way

Place the following steps in order for returning equipment

  • Ask if the Patron had any issues with the equipment
  • Open the equipment and confirm all accessories are there, equipment is in good condition, and nothing requires servicing
  • Open rapid return in WebCheckout and scan the barcode on the equipment in the returning barcodes field
  • Click Return Resources
  • Confirm that the results show Checkout Complete listed as Yes
  • Tell the Patron their equipment was returned successfully and ask if they needed anything else
  • End the conversation in a courteous and professional way

Customer Service

In this section you will learn about proper customer service during a face to face interaction, phone call, or email response.

Customer Interaction

  • We will greet our customers in a courteous and professional manner.
  • We will listen effectively to our customers’ requests and promptly take the necessary actions to assist them. We will keep our customers informed of unexpected delays in service.
  • We will inform our customers of normal process time, when they can expect completion and any delays that may arise in the process.
  • We will respond to Patron Portal requests within 24 hours during normal business hours.
  • We will finish our encounters with our customers in a courteous and professional way.
  • We will hold ourselves and each other accountable for addressing inappropriate comments and behavior.

Are the following statements true or false?

  • We will keep order information to ourselves and not share with the customers.
  • We will respond to Patron Portal requests within 2 days.
  • We only need to be professional and courteous to people we like.
  • We will lie to the customers about the equipment to make it easier to explain.
  • If the customer requests an item we should give it to them.

Telephone Etiquette

  • When at our desks, we will answer the phone within two rings.
  • We will identify ourselves when we answer.
  • We will listen to the caller’s request and assist the caller accordingly.
  • If we cannot assist the caller, we will direct the call to the appropriate person. Before transferring the call, we will obtain the caller’s permission and provide the caller with the name and extension number of the person who will be helping the caller.
  • We will obtain the caller’s permission before placing the call “on hold” by asking and waiting for a response before initiating the hold function.
  • We will end the conversation in a courteous and professional way
  • We will wait for the caller to hang up first.
  • We will notify our customers that someone is unavailable by saying, “He/She is unavailable. Is this an urgent issue or may I take a message?”

Are the following statements true or false?

  • We will let the phone ring and hope someone else picks up.
  • We will transfer the call if you cannot assist and receive permission and provide the transfers name and number before transferring.
  • We will identify ourselves when we answer.
  • We will hang up on the caller if they are not listening.

E-mail

  • We will respond to e-mails within 24 hours during normal business hours.
  • We will utilize email and calendar functions for communication in the department.

Do I need to check my email?

  • Yes, email must be checked daily and respond to emails within 24 hours.
  • No, if they need me for something they can come see me.

General

  • We will make our goal to exceed the expectations of all of our customer groups.
  • We will work to anticipate the needs of those we serve by proactively working to meet their needs.
  • We will hold ourselves and each other accountable for our service commitment.
  • We will be conscious of our communication style (ie; audible voice, eye contact when speaking to someone, tone of voice) and communicate in a professional manner.
  • We will make a conscious effort to compliment coworkers when their actions comply with these standards.
  • We will work to resolve issues with coworkers and other departments by discussing problems directly and working toward agreed upon solutions.
  • We will be considerate, cooperative and helpful to every staff member to assure quality services.

Select all that apply.

  • We will make our goal to exceed the expectations of all of our customer groups.
  • We will be conscious of our communication style (ie; audible voice, eye contact when speaking to someone, tone of voice) and communicate in a professional manner.
  • We will work to anticipate the needs of those we serve by proactively working to meet their needs.
  • We will be considerate, cooperative and helpful to everybody to assure quality services.

Why does this matter?

It's important that we act on a unified front and deliver the same service for all customers. Having these policies in place ensure we are providing the best customer service we can to all customers who walk through our door.

No ID Card?

Do we need a Penn State ID card when renting equipment?

  • Yes, since it provides a security measure.
  • No, its just a number anyway.