customerservice

DOANE LIBRARY STUDENT WORKER ORIENTATION

Fall 2009

Customer Service

Be Visible at all times.

Be approachable

Keep food and drink away from public service areas.

Always acknowledge a customer Take the time to acknowledge the

customer even if you are on the phone or helping another customer

Be conscious of library staff congregating and talking in public areas

Never ignore the customer

Make customer center of attention Use body language to express

concentration

Various techniques include nodding, smiling and leaning forward

Use good listening skills

Pay full attention to the customer and take notes if necessary.

Ask questions, repeat to make sure you understand what the customer wants.

Communicate in a positive, friendly and courteous manner. Try to avoid library jargon

When using library terms, explain what they mean

Be knowledgeable and confident about library services.

Leave customers with a positive, professional image.

Make accurate referrals

Provide information to staff at the referral point before referring customers.

Call ahead if you are not sure, rather than making blind referrals and misdirecting a customer

Refer to the “about the library” on the Denison Library home page if you are not sure.

Use your best judgment and be flexible Give alternative solutions instead of

saying no.

Tell customers what you can do, not what you can’t do.

Credits

These guidelines were adapted from the University Libraries, Virginia Polytechnic Institute and State University

http://www.lib.vt.edu/innerlib/policies/customer.html

The Departments

Circulation

The circulation desk is the heart of the library. At this desk all books are checked out, and reserve materials are picked up.

Learning Commons

The Learning Commons assistant helps the reference staff.

Media Technology Services

What you need to know

Know our home page