Customer+Service

=**Customer Service**=

Our goal here is to provide 5 Star Service to all of our patrons.

Helping patrons is your most important job. You are the face of the library; you are the first person they see when they walk into the room.

****Service Guidelines for Student Assistants (The Basics)****

 * 1) Be approachable - make eye contact, smile, and project a positive attitude.
 * 2) Show interest: if talking to other staff members, stop immediately to offer assistance to the patron.
 * 3) Listen respectfully to the patron’s request, and pay close attention to questions. Ask for additional information if necessary to clarify the patron’s needs.
 * 4) Be knowledgeable about your job and provide correct information. If you are unsure about anything, ask a supervisor for assistance. During ‘slow’ times, try to familiarize yourself with library websites, the CAT online catalogue, the work-study manual, databases, etc.
 * 5) Follow up and confirm that questions have been answered.

Our goal is to make sure patrons receive the help they need.

rlh 7/20/2007