Customer Service Training

As a student assistant YOU are a REPRESENTATIVE of the University Libraries You may be the first contact a patron makes in the library It’s important to make each patron contact a positive one In only 7 seconds a patron will form an opinion About you About your work About who you work for Keep in mind that you never get a 2 nd chance to make a 1 st impression

Ways you Project your Image Visuals – How you look Words – What you say Tone – How you say it

Five Qualities that Influence a Patron’s Perception Friendly Helpful Knowledgeable Courteous Responsive

Communication Skills Listening Speaking In-person Telephone skills

Non-verbal Communication Body language Show you are interested Facial expressions Smile Eye contact Be aware of cross cultural variations different interpretations

Keys to Providing Good Service Be respectful of patrons, co-workers, all library staff Be willing to go with the patron to assist them Know that every question is important Look at things from the patron’s perspective Patrons are why we are here

The Effects of Good Service Patrons will return for future Good Service A Patron’s Good Experience will go a long way A Patron’s Bad Experience will go even further Be sure of the answer you are giving, don’t guess–REFER!

Reasons to refer questions to a librarian Librarians are trained in finding and using appropriate print and electronic resources Librarians know what questions to ask a patron to determine a patron’s specific needs Librarians liaison with departments; are aware of assignments and know how best to help students and faculty

Questions to refer to a librarian How can I find articles in journals? How do I use the library databases? Where are the books about [subject]? I did a search in the online catalog; but I couldn’t find what I need. I don’t understand this assignment? How do I find a website about [subject]? This library doesn’t own the journal/book I need, how can I get it? I need a map of [subject]? How do I find a law/hearing/regulation for [subject]?

Ways to refer questions when a librarian is not at the desk blue referral form; paper and electronic phone Librarian's business card

Questions you should be able to answer How do I use the computers? How do I print? Where are the photocopy machines? On what floor is this call number? Where do I check out a book? Where is the [department] located in this building? Where is [specific name] building on campus?

Patrons with complaints Allow the patron to speak Show you are listening Don’t make assumptions or add to their anger Speak in a low tone; slower than usual Always refer patron to a librarian, supervisor, person in- charge of the building Report your interactions to your supervisor Remember Confidentiality!