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Welcome to the Student Workers Training Modules

Welcome to the Student Workers Training Modules. Customer Service. This module is a brief review of basic customer service issues you will encounter as an employee of the library. Is this your First Job?. Congrats! You are an employee of the Buena Vista University Library.

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Welcome to the Student Workers Training Modules

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  1. Welcome to the Student Workers Training Modules Customer Service This module is a brief review of basic customer service issues you will encounter as an employee of the library.

  2. Is this your First Job? Congrats! You are an employee of the Buena Vista University Library. Working in the Library is a service job. We help patrons navigate the library’s many different departments, collections and services. You are providing a valuable service by being familiar with the library and its processes and helping others with their problems.

  3. Your Best Asset is… A Friendly Smile is an Invaluable Tool! It will... A Positive Attitude !! • Put patrons at ease • Cheer up your peers • Impress your supervisors

  4. Approachability We want our patrons to want to ask us for help. This means occasionally looking up from your laptop and smiling at people. Don’t to afraid to ask people if they need help! If they don’t need help, they’ll be impressed that you asked. And if they DO need help, they’ll be relieved that you mentioned it first.

  5. Customer Service is Job #1 A good rule of thumb is to provide the kind of service you would like to receive. Be courteous and polite towards patrons and staff. Our goal is to promote an atmosphere in which you will enjoy being a part of the BVU library community.

  6. bad day Of course, occasionally you will have a

  7. No one expects you to be happy all of the time. But please, do NOT take out a bad day on patrons by being rude, ignoring them, or waiting for someone else to help them. If you just can’t take it, talk to your supervisor. They’ve been there.

  8. Occasionally, you may encounter: The Problem Patron

  9. Don’t worry! Problem Patrons shouldn’t be your problem. If they are: Politely refer them to your supervisor. rude verbally abusive condescending ignoring your explanations

  10. Lanyards Your lanyard is your best friend. No, really. Always wear your lanyard so other people know that you work here! Your lanyard is especially important when you are working in the stacks or in other public areas. Don’t forget it!!

  11. Desk Conduct While sitting at the Circulation Desk, don’t get carried away – you’re still working. • It’s OK to do your homework, but only if: • you’ve done 20 minutes of shelving during your shift, AND • you’ve done your shelf-reading for the week, AND • You’ve asked your supervisors if they have other tasks for you

  12. Please, NO . . . . . Hats, caps, or bandanas Offensive screensavers or backgrounds on your laptop Feet up on the desks Candy wrappers, pop cans Please, DO . . . . . Show up on time Come with a good attitude Do NOT leave the front desk vacant without notifying your supervisor Ask questions – we are here to help ALL students!

  13. Answering Phones When you answer the phone, you are “The Voice of the Library.” When answering, remember to identify yourself and the Library: “BVU Library, This is <your name>, May I help you?”

  14. Best of luck in the Library! Now you know the basics. If you have any questions, please feel free to ask any of the staff.

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