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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This module is a brief review of basic customer service issues you will encounter as an employee of the library.
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.
A Friendly Smile is an Invaluable Tool! It will...
A Positive Attitude !!
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.
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.
you will have a
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.
The Problem Patron
Politely refer them to your supervisor.
ignoring your explanations
Your lanyard is your best friend.
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!!
While sitting at the Circulation Desk, don’t get carried away – you’re still working.
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!
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?”
Now you know the basics.
If you have any questions,
please feel free
to ask any of the staff.