Examples of Good Customer Service

Be Dependable and Punctual

• Call your supervisor before your shift if you are ill and cannot make it to work.
• Arrive and be ready to work on time.

Be Available and Let users know you are here to serve them.

• Be friendly.
• If you are attending a service desk, refrain from using headphones.
• Refrain from doing personal work unless you have discussed it with your supervisor.
• Be aware of your surroundings. If you are working on a project while attending a service desk, be sure to look up occasionally to see if anyone needs help.
• If someone looks like they might need help, consider offering assistance even if they have not asked.

Respond Promptly

• Answer the phone professionally within a reasonable number of rings.
• Reassure those waiting for assistance that you will be with them shortly.
• If you cannot answer a question, seek help right away or refer the patron elsewhere.
• Let users know what you are doing for them if it is taking a while.

Be Accurate and Thorough

• Know where to find Library policies and procedures on the web or in the manuals.
• Ask patrons if you have clearly answered their questions.
• Don't hesitate to seek help from a staff member.
• If staff is not available and you cannot answer a question, offer to have someone contact the person later.

Be Professional: Remember that you represent the University Library

• If you are aware of a problem in the library, inform your supervisor or a staff member.
• Do not talk about patrons.
• Do not give out information regarding patrons and/or the materials they have checked out -- it is confidential.
• If a patron is angry or being difficult, remain composed and polite, and seek assistance from your supervisor or a staff member.