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Training: February 2010 Archives

Acknowledge

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The customer service point for this week is Acknowledge. When a patron walks into the library look up and see that they have entered. A small hand wave or head nod can help. When they approach the desk, smile and make eye contact. We want all of our patrons to receive excellent customer service and this is one way that you can provide excellent customer service.

Treats to anyone who can list all the customer service points that have been reviewed so far.

Approach Users

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It is time for another Customer Service tip! When you are at the desk or in the stacks shelving you should be alert for patrons needing help. They may have a confused look or a piece of paper with call numbers on it. Being bold and approaching that patron to see if they have found everything they need can help make sure they get all the items they need. When working the desk, it can get busy and by saying, "Can I help who's next" can let the next person in line know that you are ready to help them. We want to make sure that everyone who visits the library has a positive experience and when we approach users it can make a difference.

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