Jessica and Cesar Caught in the Act

Jessica and Cesar were Caught in the Act of doing a great job in dealing with an upset guest.  The guest was angry because she was banned from checking out books due to a large fine that she incurred over an interlibrary loan book.  Jessica showed great poise and friendliness in speaking with the irate guest before getting her supervisor.  While Jessica rounded up the supervisor, Cesar defused the situation further by speaking with the guest in Spanish, a skill they had in common.

Thank you, Jessica and Cesar, for your professional spirit and great presence of mind.  You handled a difficult situation in a superb way!