Learning Resources Department Employee Guide

General Standards of Service 

Employees of the Learning Resources department are expected to be service oriented and student focused. Providing outstanding customer service in a welcoming, but professional, environment is paramount,

Always remember that the Library and tutoring rooms are service points of the College. The Learning Resources department’s primary goal is to serve our patrons – students, faculty, staff, and community patrons. While we can’t be all things to all people, we should strive to assist our patrons in any way possible. While this may require referring users to other College departments or community resources, that’s fine. If for some reason a patron’s need cannot be met, that patron should still leave feeling that every effort was made by Learning Resources to assist them.

Users should be treated courteously at all times. When someone first contacts you, greet them in a courteous manner. Always try to make users feel welcome and let them know also by your non-verbal expressions that they truly are. Again, the Library and tutoring rooms are service points – our users are the reason we are here.

Provide prompt attention with a smile. It is important that users are not left waiting unnecessarily at a service point. If you are doing a routine job at the counter this must not take priority over attention to users, neither should they feel they are “bothering” you nor see any irritation on your part at being interrupted. Remember that non-verbal communication speaks loudly and our attitude should always reflect our goal of service to our users.

• Show a readiness to assist at all times.

• Avoid jargon. We may know the meaning of terms such as “ILL” or “reserve,” but students may not. Always attempt to explain terms that patrons may find confusing.

• Be familiar with the general layout of the campus and library building. You must be able to answer directional questions (“Where is the copier?” “Where is the administration office?”).

• Be informed about the College, the Library, and tutoring, including their services and personnel, and have basic material and information readily available for reference.

• Make referrals to other people and departments properly. Make note of the Referrals Points page on this web site.

• Never say, “I don’t know” and leave it at that. If you do not know something, promptly ask someone who does.

• Speak with a smile in your voice - one that is clear and friendly. Realize that your voice is YOU.  It reveals your personality, attitude, and establishes a reputation for the organization you represent.

• Use good grammar and avoid slang. 

• Avoid talking too loudly but speak loudly enough to be easily understood.

• Remember that politeness and courtesy create a friendly atmosphere.

• Make the person feel that you are interested in them and their issue.

• Explain unavoidable waits. 

• Apologize for mistakes.

• Use the person’s name when possible.

• When taking messages, get adequate information, especially names and phone numbers.

Telephone Etiquette

Answer the telephone promptly, ideally after the first or second ring. Identify the Library or tutoring location, then state your name and lastly say, “May I help you?”                       

                        “SJR State Library,                            “Tutoring,

                        Sally Smith speaking,                        Sally Smith speaking,

                        May I help you?”                                May I help you?”

 

Screen calls tactfully. The blunt question “Who’s calling?” is discourteous to the caller.  However, there are times when it is essential to identify the caller. For example, if a person asks to speak to someone and you need to transfer the call say, “’Please hold while I transfer you.  May I ask who’s calling?” This phrase is more courteous and gives the caller the opportunity to tell you their name.

If a person being called is not available, take the call carefully. There is potential for improper telephone handling in regard to this situation. If a staff member receives a call while they are speaking on another line, is away from the desk, or is not present, inform the caller that the person is not currently available and kindly ask the caller if they can be assisted by another staff member or if they would like to be transferred to voice mail. Unless you have instructions to the contrary, it is usually better NOT to say:

            “I don’t know where she is.”

            “He’s out.”

            “She’s sick.”

            “She has not come back from lunch yet.”

            “She’s in the ladies room.”

            “He took the afternoon off.”

These responses give the caller an unprofessional impression of both the Library or tutoring and its staff.

Don’t keep the caller waiting. If a needed staff member is busy, ask the caller if he/she can be assisted by another staff member or if he/she would like to be transferred to voice mail. If the caller prefers to wait on the line, give frequent updates.

Transfer calls carefully. When it is necessary to transfer an incoming call, tell the caller why a transfer is necessary. (For example, “Our librarian can assist you with that. Please hold while I transfer you to the Reference Desk.”)  When transferring a call, tell the party you are transferring the call to that you have a transfer call for them and who is calling.

Personal calls should not be made nor accepted on a service point's phone that is located in a public area.