1) The document provides guidance on customer service skills for library staff. It emphasizes that the library's mission is to serve the public and provide free access to materials and information without discrimination. 2) Basic greetings and offering help to patrons in a friendly manner are important for meeting and engaging with patrons. Staff should acknowledge patrons and offer assistance. 3) When handling phone calls, staff should answer promptly, identify themselves, speak with a friendly tone, offer to find information for callers, and thank callers before ending the call.