Customer Service Guidelines

Be visible at all times.
• Be approachable.
• Keep food and drink away from public service areas.

Always acknowledge a customer, even when you are on the phone or helping another customer. Never ignore a customer.
• Be conscious of library staff congregating and talking in public areas.
• Use private offices and work areas away from the public to do any talking with co-workers.

Make the customer the center of your attention.
• Use body language to express your continued concentration such as nodding, smiling, and leaning forward.

Use good listening skills when helping a customer.
• 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.
• 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 libraries" on the UL home page if you are not sure.
  
  Customers requesting access to the Special Services room should be referred to the Media Center or Circulation for assistance.
  
  
Use your best judgment in a particular situation and be flexible.
• Give alternative solutions instead of saying no.
• Tell customers what you can do, not what you can't do.

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