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The library's most important commitment is its pledge of outstanding service. Library users are always the first priority. Helping a library patron (or "customer" or "library user") should always supersede all other tasks. As student employees, you are often responsible for the first line of contact with the library users. You are there to acknowledge them, to help them in any way possible within the guidelines and policies you have been given, and to refer them correctly when additional assistance is needed. Please remember: to the library user, you are the library. The library will be judged by its employees' words and actions. Strive to maintain a positive public image. Greet the library user with a smile. Be polite. Listen attentively to their needs. Make notes so that you can assist them better. Follow-up on their request, if necessary, with e-mail or a telephone call. Some departments use e-mail to answer requests. The telephone is an important business tool and should not be used for personal calls while working. Try to answer the phone promptly. If necessary, indicate to the caller that you are busy with another library user and ask if he or she can please hold or offer to call them back. When answering the phone, identify the exact location (e.g., Government Documents, Circulation Department, etc.) and offer to be of service.
Always have paper and pencil close by. You may need to jot down items to remember or take a message. Remember–your voice gives the patron a mental image of both you and the library. Try to put a smile in your voice. Sound alert. Speak actively. Use good grammar and diction. Do not use slang. Hold the telephone receiver correctly about one-half inch from your mouth. Never chew gum or candy when speaking to library patrons. Be of service and initiate the offer to help. Always finish the conversation. Say good-bye and say thank you to the caller, but always let the caller hang up first. When taking messages, write clearly and include to whom the message is directed. Include the date and time the call was received, the message, a return phone number, and your initials. Make sure that you have spelled the caller's name correctly and have their correct telephone number, even if it requires you to ask them politely to repeat their name and/or telephone number.
Remain attentive, pleasant, and speak quietly. Listen, empathize, and defuse the situation by giving alternative solutions and/or referring the problem to your supervisor or department head. You are not expected to handle serious problem situations.
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Weingand, Darlene E. Customer Service Excellence: A Concise Guide
for Librarians (American Library Association, 1997), 1-2. Top | Hints | Telephone Procedures
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