Student Worker Training: Customer Service

Guide for training of Library student workers

Customer Service Tips

Good customer service helps our patrons feel welcome in the library and keeps them coming back. 

Here are some tips:

1. Be Approachable!

  • Greet people when they enter the library.
  • Stop what you're doing and respond to patrons.
  • Smile.
  • Maintain eye contact.
  • A positive attitude is your best asset.

2. Be Helpful!

  • First, listen to get full understanding of inquiries.
  • Show you are engaged and want to help.
  • Offer resources (maps, signs, etc.) to aid in your answer.
  • Don't know the answer? Find a staff member who does!

3. Dealing with a Difficult Patron.

  • Don't let someone's bad day become yours.
  • Try to help--all while staying positive.
  • However, if a patron becomes rude, verbally abusive, inappropriate, or ignores your explanations, politely refer him/her to your supervisor.

4. Downtime?

  • Ask your supervisor if there's anything you can do.
  • Check the shift checklists for routine tasks.

Hostile Patrons

On occasion, you may be faced with “problem patron” situations. Frustrated patrons often exhibit rude, obnoxious behavior. Following are some tips on handling hostile patrons:

 

  • If a patron becomes irate and loud while you are dealing with him or her, attempt to determine the cause of the problem and to find a solution. While doing this, remain attentive and pleasant.
  • Lower your voice and speak quietly. Very often the patron will become quieter if they are interacting with someone who is speaking quietly.
  • Listen attentively and take notes. Nod your head to indicate you understand.
  • Keep your integrity. Empathize with the patron, but do not agree that library rules are stupid, etc.
  • Do not take their problem as a personal attack. However, if the patron becomes abusive or you see that you are unable to resolve the situation, call your supervisor or in an emergency the Police (8-911).
  • Use all information available to you and as much decision-making power as is allowed to attempt to solve the problem. If your supervisor is on duty, find him or her immediately. If he or she is not available, find the librarian on duty. Write down complete information: the patron’s name and ID number, address, and phone number; the nature of the problem; the solutions offered; the date and time of the encounter; and your name. Make sure your supervisor and the library director have copies of this.

 

Many times, simply listening politely to such patrons can calm the situation. Other times, it may be impossible to pacify a hostile patron. Do the best you can and turn the situation over to a supervisor. If you are on duty alone and observe a patron who is being abusive to someone, defacing library facilities or materials, or acting in a suspicious manner, call JPD communications (x3131).

Credit

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