DOANE LIBRARY STUDENT WORKER ORIENTATION
Fall 2009
Customer Service
Be Visible at all times.
Be approachable
Keep food and drink away from public service areas.
Always acknowledge a customer Take the time to acknowledge the
customer even if you are on the phone or helping another customer
Be conscious of library staff congregating and talking in public areas
Never ignore the customer
Make customer center of attention Use body language to express
concentration
Various techniques include nodding, smiling and leaning forward
Use good listening skills
Pay full attention to the customer and take notes if necessary.
Ask questions, repeat to make sure you understand what the customer wants.
Communicate in a positive, friendly and courteous manner. Try to avoid library jargon
When using library terms, explain what they mean
Be knowledgeable and confident about library services.
Leave customers with a positive, professional image.
Make accurate referrals
Provide information to staff at the referral point before referring customers.
Call ahead if you are not sure, rather than making blind referrals and misdirecting a customer
Refer to the “about the library” on the Denison Library home page if you are not sure.
Use your best judgment and be flexible Give alternative solutions instead of
saying no.
Tell customers what you can do, not what you can’t do.
Credits
These guidelines were adapted from the University Libraries, Virginia Polytechnic Institute and State University
http://www.lib.vt.edu/innerlib/policies/customer.html
The Departments
Circulation
The circulation desk is the heart of the library. At this desk all books are checked out, and reserve materials are picked up.
Learning Commons
The Learning Commons assistant helps the reference staff.
Media Technology Services
What you need to know
Know our home page