Customer Service in the Library

Who are our customers?

Communication

• Written and verbal communication is clear and easily understood
• Email and phone calls returned promptly
• Communicate clearly in a courteous professional manner
• Over communicating is always better than under communicating

Communication

Connect & Listen

• Give a friendly greeting
• Identify yourself with your first name and department/branch 
• Project an approachable appearance and body language 
• Maintain eye contact
• Reflect back what was said, paraphrase 

Show Appreciation

• Listen with genuine interest
• Thank them
• Invite them to contact you again if they need additional help
• Request feedback 

The Upset Customer

Resolution

• Listen without interrupting
• Acknowledge the customer’s frustration
• Repeat back what the customer told you
• Apologize and ask what you can do to correct the situation

Resolution

• Let them know what steps you will take to address the concern
• Follow through
• Stay positive and keep your emotions in check

Know & Enforce Policies

• Confidently explain and follow library policies and services 
• Ensure all staff members are enforcing policies
• Know who to report to about particular issues
• Ask questions when needed

Additional Tips

• Keep the library clean
• Don't rush your interactions
• Roam
• Help others

Happy Customers!