Standards of Good Service for the Learning Resources Department

Introduction

The Library information desk and other Learning Resources service areas are often the first point of contact for students, faculty, staff, and community members seeking assistance at St. Johns River State College. Maintaining a high standard of customer service is essential to creating a welcoming, helpful, and professional environment. This document outlines service expectations for all staff working the desk and guides handling common service scenarios with care and professionalism. 

General Customer Service Best Practices

• Be present and approachable: Always remain attentive and approachable. Avoid personal conversations, phone use, or activities that may give the impression that you are unavailable.
• Earbuds / headphones and reading / studying physical materials are prohibited in Learning Resources service areas.
• Greet patrons promptly and courteously. Acknowledge every visitor with a smile and a friendly greeting as they approach the desk.
• Use positive language: Focus on what you can do rather than what you cannot.
• Remain professional and respectful: Treat every patron with dignity and patience. 
• Demonstrate empathy: Recognize that patrons may feel confused, overwhelmed, or frustrated.

In-Person Interactions

• Make eye contact and smile: A warm demeanor sets the tone for a positive interaction.
• Ask open-ended questions: For example, "What can I help you find today?"
• Practice active listening: Focus on the patron's words without interrupting.
• Clarify and confirm understanding: Paraphrase what the patron has asked.
• Respect privacy and confidentiality: Avoid speaking loudly about a patron's question if possible. 

Telephone Etiquette

• Answer promptly and professionally: Use a friendly, consistent greeting.
• Speak clearly and politely: Keep a warm tone and enunciate.
• Take detailed messages when needed: Verify name, contact information, and reason for the call. 
• Avoid placing callers on hold unnecessarily: Ask permission first.

Conducting a Reference Interview

Even if you do not provide in-depth research assistance yourself, you can still set the foundation for a successful interaction.

• Approachability: Make patrons feel comfortable.
• Listening: Use active listening and avoid interrupting.
• Questioning: Ask clarifying questions, e.g., "Do you need scholarly articles?"
• Verification: Summarize back to confirm understanding.
• Assistance or referral: Provide help or refer to a librarian.

Referral to a Librarian

Refer a patron to a librarian when:

• The patron needs help finding sources or specific titles.
• The question requires in-depth subject knowledge.
• The patron needs help with developing a research topic.
• They request citation assistance or database searching.
• The situation requires expert help.

How to refer gracefully: "That's a great question- one of our librarians can assist you with that."

Referrals to Academic Tutoring

Library desk staff may encounter patrons seeking help with academic subjects outside the scope of library assistance. It is appropriate to refer patrons to academic tutoring services for detailed support in areas such as math, writing, and science.

For example, refer patrons to tutoring services when:

• Help is needed solving specific math problems or understanding math concepts.
• Assistance is needed with organizing, revising, or developing a paper.
• Help is needed understanding science topics, labs, or scientific writing.
• Patron expresses confusion about course materials outside library expertise.

How to refer gracefully: "It sounds like you're working on a [math/writing/science] assignment. Our academic tutors are a great resource for that. Let me show you how to reach them."

Handling Difficult Situations

• Stay calm and professional: Remain composed and speak calmly.
• Acknowledge their concern: Show understanding and a willingness to help.
• Know when to escalate: Follow policies to involve supervisors or security if needed.

Public Records Requests

Refer all public records requests to: publicrecords@sjrstate.edu and notify the Dean of Learning Resources and your direct supervisor. 

For more information: SJR State - Public Records Requests

Ongoing Improvement

Providing excellent service is an ongoing effort. Reflect on your interactions, seek feedback, and participate in ongoing training opportunities. Remember, every interaction is a chance to make a positive impact.

Example Scenarios for In-Person and Phone Interactions

In-Person: 

Scenario 1: A student approaches the desk looking confused.

Response: Smile and say, "Hi there, what can I help you with today?"

 

Scenario 2: Two patrons arrive at the desk at once.

Response: Acknowledge both. "Hi! We'll be with you in just a moment."

 

Scenario 3: A patron is upset because they cannot print.

Response: Stay calm and empathetic. Offer assistance.

 

Phone:

Scenario 1: A caller asks if the library has a specific textbook.

Response: Check the catalog, offer to refer to a librarian if needed.

 

Scenario 2: Caller needs help accessing library databases remotely.

Response: Refer to a librarian.

 

Scenario 3: You answer the phone while assisting someone in person.

Response: Ask the caller to hold politely while finishing up with the in-person patron.