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Student Training: Customer Service

A few things

It's a bit incongruous to me to think of patrons as customers, but our students pay library fees so it's technically true. And even if they're not "customers" in the traditional sense, we still want to provide good service!

Full disclosure: This part still in progress!

Do's:

  • Smile when greeting patrons & make eye contact 
  • Ask follow up questions if you don't understand what they're asking
  • Ask when you have questions - even if it's after the fact so you can know for next time
  • Treat others how you would like to be treated
  • Leave your funk at the door

Don'ts:

  • Don't be so buried in your homework or book that you are unable to greet approaching patrons
  • Don't act like helping someone is ruining your life

Few things make me more upset and feel like a burden when I'm the customer than when I have to instigate the conversation & am ruining their day by interrupting. Each situation is different and we don't expect you to be a robot or "stick to a script", just be yourself and do the best you can!

 

Mystery "Shoppers"

While there aren't official "mystery shoppers" roaming around the lib, you never know who knows who and what will get back to staff. Often times people will report bad experiences straight to the director, and you may not know the person will do that until after the fact. It can be helpful to just pretend everyone is a mystery shopper who is going to have feedback about their experience. This doesn't mean you have to answer every question perfectly, it just means to try your best to be friendly and helpful in each exchange.

Phone Etiquette

I can't fully explain it but talking on the phone always makes me incredibly nervous. I'm terrible at leaving voicemails. I talk with my hands a lot and need to see the person's reaction Answering the phone can be scary! It's one of those things you have to just do and then you get better at it. When you're working the circ desk one of your responsibilities is answering the circ phone. 

When you answer the phone:

  • When you pick up, at least say where you are and your name - I always have to think in my head if I'll say MSUB Library or MSU Billings Library or I stumble. Do what feels right for you, it can be as simple as "MSUB Library, this is Bob". 
  • Put a smile in your voice! It's easiest if you also put a smile on your face, you can really hear the difference.

Difficult Patrons

Sometimes another person's personality just may not jive with yours. Or they're having a bad day for other reasons and choose to take it out on you. Either way, try not to take it personally! If you need help dealing with a difficult patron, politely remove yourself from the situation and ask for help from a full time staff person (or your student co worker if it's a night or weekend).

Things to Consider

When you're at work, keep these things in mind:

  • When you're working YOU represent the Library
  • Always respect the patron
  • Do your best to find the answer

Additional Resources

Check out this libguide from Florida State College at Jacksonville. I particularly like the bit about how to end a conversation should you have a chatty friend or coworker visit while you're working.