First impressions are critical at the Information Desk. You have 30 seconds or less to present a positive image of Lynn Library every time you answer the telephone or greet a patron at the desk. Library patrons, fellow students, staff, and professors do not distinguish between you and Lynn Library. For them you are Lynn Library, and at times, Lynn University. The important part is to act like a professional. You represent Lynn Library and you can solve and answer many problems and questions. 

People who get that "warm and fuzzy" feeling in the library will keep coming back!

 

 

IMPORTANT!

If anyone asks about removing materials from the collection, please do not engage in that conversation. Please get a librarian immediately, preferably the library director. With all the book banning going on, especially here in Florida, it is vitally important that we speak with one voice, which is the voice of a librarian. 

 

What do you imagine when you think about customer service? We experience customer service all the time: at stores, restaurants, over the phone, and in libraries. Is there somewhere you return again and again because the service is great? Or somewhere you'll never go back to because you had a bad experience?

Take a minute to think about:

• A really wonderful customer service experience you've had.
• A really bad customer service experience you've had.

What is good customer service?

The Golden Rule: Do unto others as you would have them do unto you.

The Golden Rule works pretty well. But there is something better!

The Platinum Rule: Treat others the way they want to be treated!

Think about how the person you are helping would want to be treated. That is more important than how you want to be treated.

 

SMILING WORKS!

• A smile is more than an expression
• A smile is more about a mindset
• A smile is an attitude
• Most important: a smile is an invitation

Something to think about: one of the reasons you were hired was because of your smile!

• Ditch the sunglasses, so that people can actually see your smiling eyes.
• Don't cross your arms.
• Be mindful of your wandering eyebrows. A furrowed brow can send the wrong signal.n Rule:

 

It is important to follow these standards of good customer service so together we can provide the best library experience for Lynn University's students, faculty, and staff.

Here are the basics:

Be approachable--it's all about attitude!

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

Be helpful--go the extra mile!

• First, listen to get a full understanding of inquiries.
• Show you are engaged and want to help.
• Don't know the answer? Find a librarian who does!

Grouchy patron? No problem!

• 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 them to your supervisor or the Librarian on duty. Step away from the desk and tell the patron you are going to get someone who can help. Don't ask if they want a supervisor, just go get one. You are not paid enough to be abused at work!

Slow at the desk?

• Ask your supervisor or the librarian on duty if there's anything you can do.
• Avoid activities that reduce your approachability--using headphones, watching videos, etc
• Studying is acceptable as long as you are attentive to library patrons.

 

#1 Walk-ins take priority over phone calls

• Prioritize the person in front of you, you can check the voice mail and return the call later.

• Or, if you must take the phone call, ask first: “Do you mind if I quickly let the person on the phone know that I will help them after I finish helping you?”

• After giving the phone greeting, tell the person on the phone you are helping someone and need to put them on a brief hold or can call them back. Remember to thank the first person for waiting.

#2 Acknowledge the people who are waiting

• If you are on the phone or are already helping someone in person when someone else walks in, acknowledge the new person with eye contact and let them know you will be with them in a few minutes. This lets the new person know you saw them and are doing your best to get to everyone.

• If the new person asks a question (“I just have a quick question”) and it really is a quick 10-second answer, go ahead and answer it.

• If it is a question that will take more than 10 seconds, tell them “that will take me a few moments to go over, I’ll be able to help you in just a moment (or however long it will take you to finish with the first person).

#3 Be respectful of time

When it is busy:

• Ask others on the team for help!

• Let patrons know you are managing multiple people/questions and that it might take time to respond.

• Ask people if they prefer to hold or if they prefer you call or email them back. It is ok to prioritize the questions you can handle quickly and get back to the questions that will take longer.

 

     What to Say to a Porcupine uses the format of Aesop's fables to illustrate fundamental principles of customer service

 

 

 

 

 

     Creating the Customer-Driven Academic Library's strategies center on keeping the customer’s point of view in focus at all times to help libraries integrate technology to meet today’s student and faculty needs, evaluate the role and function of library service desks, and implement staffing strategies to match customer expectations.

 

 

 

 

 

     High Tech, High Touch : Library Customer Service Through Technology  The authors show how automating traditional library services can decrease staff workloads while improving speed and access for customers. Real-life lessons and visual examples from libraries that have implemented these systems provide a customizable model for your library to achieve the same goals, offering virtual library cards to online registration for library programs. High Tech, High Touch illustrates technical solutions that really work, inspired by effective customer service strategies used by businesses. 

 

 

 

     Award Winning Customer Service: 101 Ways to Guarantee Great Performance: Delivering top-of-the-line customer service is an important factor in keeping profits high and customers coming back. Award-Winning Customer Service offers scores of quick tips for readers looking to improve and then maintain their company's level of customer service.