As a library employee, you should be prepared to assist any library users you may encounter, whether your primary job is to work a service desk, shelve, or do computer work in an office.
Our primary responsibility is to our users. We are here to provide them with the best customer service possible and to assist them to the best of our ability. Creating a welcoming environment facilitates our ability to help users. You, as a library employee, are part of that environment, and how you present yourself through your body language and how you address users will have an impact on the success of your interactions with patrons.
When a library user approaches the circulation desk, you should stop whatever you are doing to help. You will be able to answer most of the questions asked by users (What are the library’s hours? How long do books circulate? Where are the reserves? Etc.) If a user has a reference question or needs help with research, refer him or her to the staff member at the reference desk.
♪ Be poised and ready to engage approaching library users – do NOT be engrossed in reading, typing on the computer, chatting with friends, or any other activities that detract from your availability to the user.
♪ Establish eye contact with the user.
♪ Acknowledge the presence of the user through smiling and/or open body language.
♪ Acknowledge the user with a friendly greeting to initiate conversation and/or by standing up, moving forward, or moving closer to the library user.
♪ Remain visible to the user.
♪ Acknowledge others that are waiting for service. Call for a library staff member’s help if needed.
♪ Never make a library user feel bad about asking for help or for asking a “dumb” question.
♪ Face the library user when speaking and listening.
♪ Maintain or re-establish eye contact with the user while you are helping him or her.
♪ Signal your understanding of the user’s needs or questions through verbal or non-verbal confirmation by nodding your head, asking questions, or making brief comments.
♪ If you cannot answer the user’s question, refer him or her to the staff member at the reference desk. If a staff member is not available, take down the user’s name and contact information. Let the user know that someone will be in contact with him or her shortly.
♪ When assisting a user on the phone, ask him or her to stay on the line while you complete the transaction in case some information is incomplete or incorrect. You may also need to pass on additional information to the user, such as when a renewed item is due.
