Bio-Med Library Access Services Blog: Customer Service Skills Review

Working at Bio-Med means being part of an organization that is committed to great customer service. Though we are already doing a good job, it's doesn't hurt to review some basic expectations:

- Make eye contact and smile when users approach the service desk.
- Greet approaching users (“Hello, how may I help you?”).
- When explaining policies and procedures, provide enough detail so the user fully understands. (e.g. borrowing options, Get It!, ILL).
- Ask if users found everything they needed.
- If unable to assist a patron, call in a co-worker for assistance or refer to a supervisor.
- When giving directions to other locations, supply a campus or library map.
- If possible, offer to walk patrons to nearby locations in the building. It can also be as simple as going with the person to get them started in the right direction ("Let me show where the Reference section is located").

- Respect users and treat them accordingly.
- When users appear in need of assistance, offer to help ("Is there something I can help you find?").
- Wear your name tag!!

Your efforts have made our library known for its helpfulness -- keep up the good work!

Post your initials to the blog to confirm you've read and understand this post. Bonus: If you post a reason why customer service in the library is critical, you'll get a surprise treat!

Thanks,
Emily

Comments

PMC

Posted by: Anonymous | March 6, 2008 02:03 PM

People might not ever come back and the biological and medical community may be less educated because of it.

Posted by: Anonymous | March 6, 2008 02:41 PM

AJB

You want people to feel like they can ask questions.

Posted by: Anonymous | March 6, 2008 02:45 PM

NMC

Posted by: Anonymous | March 6, 2008 04:05 PM

KMP

Want people to feel welcome here!

Posted by: Anonymous | March 7, 2008 07:12 AM

A.S.

Great customer service makes the library easier for everyone to use.

Posted by: Anonymous | March 7, 2008 07:56 AM

People won't waste their time because they are too afraid to ask a staff person. This would be because they had a bad experience in the past. CP

Posted by: Anonymous | March 7, 2008 09:25 AM

ltn

Posted by: Anonymous | March 7, 2008 02:36 PM

WCB

Posted by: Anonymous | March 7, 2008 03:03 PM

SP
It is important in terms of meeting their expectations and
demonstrating excellent library system for them.

Posted by: Anonymous | March 10, 2008 07:21 AM

Patrons will feel more open/comfortable to the staff and willing to ask for help when they need it.

Posted by: Anonymous | March 10, 2008 07:45 AM

Customer service is important to the library so patrons can find what they are looking for in an efficient and easy manner. Also if their experiences here are pleasant, they will be more likely to come back and use our resources.

Posted by: Anonymous | March 10, 2008 12:06 PM

Posted by: Anonymous | March 10, 2008 07:42 PM

IKL

Posted by: Anonymous | March 12, 2008 07:12 PM

Posted by: Anonymous | March 13, 2008 08:47 AM

Posted by: Kate Shannon | March 13, 2008 08:47 AM

Bio-Med Library Access Services Blog

Customer Service Skills Review

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