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Customerservice

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Transcript

  • 1. DOANE LIBRARY STUDENT WORKER ORIENTATION Fall 2009
  • 2. Customer Service
  • 3. Be Visible at all times.
    • Be approachable
    • Keep food and drink away from public service areas.
  • 4. 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
  • 5. Make customer center of attention
    • Use body language to express concentration
    • Various techniques include nodding, smiling and leaning forward
  • 6. 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.
  • 7. 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.
  • 8. 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.
  • 9. 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.
  • 10. Credits
    • These guidelines were adapted from the University Libraries, Virginia Polytechnic Institute and State University
    • http://www.lib.vt.edu/innerlib/policies/customer.html
  • 11. The Departments
  • 12. Circulation
    • The circulation desk is the heart of the library. At this desk all books are checked out, and reserve materials are picked up.
  • 13. Learning Commons
    • The Learning Commons assistant helps the reference staff.
  • 14. Media Technology Services
  • 15. What you need to know
  • 16. Know our home page