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Library Student Workers: Customer Service

Murrell Library places a high priority on ensuring that all members of the Missouri Valley College community have access to library services and resources, and are treated with courtesy and efficiency. All staff and student workers are expected to:

  • Take responsibility for student, faculty, staff, and co-worker interactions.
  • Acknowledge and serve everyone in the library, without regard to race, color, religion, gender, sexual orientation, nation of origin, disability, age, literacy, culture, technical skills, or any other characteristics.

Student's Front Desk Expectations:

  • Always greet people who come up to the desk or walk by in a friendly manner.
  • Answer the phone saying “Murrell Library, this is __________, may I help you?”
  • Be aware of what is going on around you.
  • The first priority is customer service. Library jobs come after serving our clients.
  • Be completely available when you are at the front desk. Do not wear headphones because they prevent that.
  • Be friendly and try to resolve concerns
  • Learn when to direct a question to library faculty or staff.

Taking Responsibility for Interactions:

  • Greet patrons and co-workers promptly and politely.
  • Present an approachable demeanor indicating the person you are working with is your priority.
  • Assist people in the following order: clients at the desk, phone calls, and then fellow staff.
  • Acknowledge people waiting for assistance.
  • Whenever possible, lead the person asking for directions to the area. If others are waiting, offer to check back with the person to whom you gave directions.
  • Handle complaints with dignity, poise, and an open mind. Notify the supervisor when appropriate.
  • Take responsibility for client and co-worker communications.
  • Make each interaction a high quality experience by being knowledgeable, courteous, and responsive.

Take Responsibility to ensure that client and co-worker needs have been met:

  • When detailed questions arise, refer the client to library faculty or staff for more assistance.
  • If you feel an interaction will take longer than anticipated and lines are forming, promptly ask for help from library faculty and staff.
  • Promptly and politely answer phone calls and direct callers to appropriate staff.
  • When responding to a patron's call that is taking longer than anticipated, offer to return the call, getting patron’s name and phone number. If the patron prefers to be placed on hold, check back frequently. If needed, enlist help from library faculty or staff.
  • Summarize the situation for a co-worker when transferring a call and give the client the transfer number.

Take responsibility to verify that client or co-worker needs have been met:

  • Follow through to determine whether the assistance you provided was useful.
  • Always ask "Has you question been fully answered?" or "Have you found what you were looking for?" or "Is there anything else I can help you with?"
  • Rephrase a request or question so that both of you are in agreement as to what is needed.
  • Ask for clarification if needed.
  • If the answers you provided were not useful, offer alternative solutions.

Take responsibility for creating a cooperative work environment:

  • Work actively to blend differing work styles of staff for fair and courteous treatment, cooperative problem solving, and conflict resolution.
  • Whenever possible, be flexible in adapting to scheduling, workloads, and work flow.
  • Seek and provide assistance to co-workers as the situation warrants.

You are here to work and serve library clients, not to talk with your friends.