Student Employees: Customer Service

Helping patrons is your most important job. Be approachable and project a positive attitude.

• Make eye contact, smile, and offer each patron a greeting, such as "Hello. How can I help you today?" or "Good morning! What can I do for you?"
• Show interest: if talking to other staff members or performing a task, stop immediately to offer assistance to the patron.
• Listen respectfully to the patron’s request, and pay close attention to questions. Ask for additional information if necessary to clarify the patron’s needs.
• Be knowledgeable about your job and provide correct information. If you are unsure about something, ask a librarian for assistance. This way you will know the answer for next time, and won't steer the patron in the wrong direction. During ‘slow’ times, familiarize yourself with the library's website, the online catalog, databases, etc.
• Follow up, and confirm that the patron's questions have been answered.

"Customer Service 101: The Basics of Bad Customer Service." , directed by Anonymous , The Jeff Havens Company, 2013. Alexander Street, https://video.alexanderstreet.com/watch/customer-service-101-the-basics-of-bad-customer-service.

"Dealing with Irate Customers." , directed by Anonymous , The Jeff Havens Company, 2013. Alexander Street, https://video.alexanderstreet.com/watch/dealing-with-irate-customers.