1. Customer Service is not rule-driven it's situation-driven.
2. When we were looking for material for this presentation we used a variety of sources and these principles were what we agreed were the most helpful for our library.

1. Acknowledge when someone comes into the library.
2. TD's strategy
3. Personality-driven, take your cue from the patron.
4. This is not to be intrusive, but to be welcoming!

1. Offer help, smile, greet your classmates...
2. Use example of headphones, avoid congregation of students, no phones at the desk.
3. These rules are to make the library more user-friendly (i.e., noise and the glass wall).

1. Follow-up with people (ie., lost and found, directions)
2. My own experience in stores is that the little kindnesses are the ones I remember.

We have seen you ALL shine at customer service but we also are aware that there are high-stress times and it is important to remember that this is a service job at those times most of all.

1. Ask for a supervisor's help.
2. If you cant be appropriate, dont be (esp with public?)

1. We realize you cant always get to yes but try to get as close to yes as possible. (We do not have envelopes behind the desk but you might try the bookstore, or mailroom)(We don't have a fax machine but have you seen our guide on fax services? Have you seen our free scanner?)

A good attitude can go a long way :)

1. Printing: Open Discussion
2. On the Fly
2. Transferring Calls and Taking a Message

1. Thelma, or ref, or full time staff

1. Panic Button
2. AED
3. Emergency Exits
4. Call for help 3333

See handout

1. Reserve material must be checked out.
2. Raquel's contract
3. Intranet

We are so happy to have you on the staff!!!!
We are looking forward to this year.
If you have suggestions for more training, ideas about communication, ideas to enhance customer service, etc. let us know!!!!!