Library Work Study Student Employee Training Guide: Customer Service Basics

It is important to follow these standards of good customer service so together we can provide the best library experience for Salem State University's students, faculty, and staff.

Here are the basics:

Be approachable--it's all about attitude!

• Greet people when they come to the desk.
• Stop what you're doing and respond to patrons.
• Smile.
• Maintain eye contact.
• A positive attitude is your best asset.

Be helpful--go the extra mile!

• First, listen to get full understanding of inquiries.
• Show you are engaged and want to help.
• Don't know the answer? Find a supervisor or a librarian who does!

Grouchy patron? No problem!

• Don't let someone's bad day become yours.
• Try to help--all while staying positive.
• However, if a patron becomes rude, verbally abusive, inappropriate, or ignores your explanations, politely refer him/her to your supervisor or the Librarian on duty

Slow at the desk?

• Ask your supervisor if there's anything you can do.
• Avoid activities that reduce your approachability-
• Studying is acceptable as long as you are attentive to library patrons

Customer/employee interactions usually have four pieces:

Why do patrons use the  library?

• Help with research
• Safe, quiet, individual and collaborative study spaces
• Printers, copiers, scanners, Microfilm readers
• Books, ebooks, audiobooks, reference resources
• Access to online research databases
• Citation and avoiding plagiarism resources
• Group study rooms
• Library instruction
• Education Resources
• Cafe
• Late night hours
• Current technology
• Adaptive technology workstation
• Comfortable seating
• Archives
• Periodicals
• Helpful staff

 For Student Employees: Customer Service Tutorial created by Florida State College

 ALA Customer Service in Libraries - browse through the links

Library Customer Service (WebJunction)