Purpose

As stated in the Janet D. Greenwood Library Strategic Plan FY2006-2010, the Library will use measurable steps to ensure excellent client-centered service including consistent, accurate, efficient and friendly interactions with our users, and provide information resources that enhance learning and teaching in both physical and virtual environments that are inviting and user-friendly.

Greenwood Library Customer Service Guidelines

Our commitment, to you, our Library users, is to satisfy your needs in an efficient and courteous manner. Our Library staff will:

• Be well-trained, courteous, responsive and respectful.
• Be approachable and interested in your information need so you feel comfortable asking for assistance.
• Provide knowledgeable answers and/or referrals and render the fullest, most efficient possible service at all times, within the constraints of available resources.
• Provide materials and information resources that are appropriate to your needs.
• Provide the same quality of service to all regardless of age, race, sex, nationality, educational background, physical limitations, or any other criteria. (Please note that some specific services are available only to the Longwood community).
• Attempt to determine if you are satisfied with the results of your transaction and/or refer you to other sources, even when those sources are not available in the local Library.

Circulation Customer Service Guidelines

In addition to the Library's general customer service guidelines, our Circulation/Reserve staff will strive to:

• Have a trained person on duty at the Circulation/Reserve Desk during the hours of operation.
• Make eye contact with all users and acknowledge their presence when they approach the Circulation/Reserve Desk.
• Be professional, courteous, friendly and accurate and efficient in all transactions.
• Utilize the proper communication channels in a timely and professional manner to answer inquiries.
• Refer users to the appropriate staff as needed.
• Maintain confidentiality of internal and external users.

Learning Commons Customer Service Guidelines

In addition to the Library’s general customer service guidelines, our Learning Commons staff will provide an environment that enables users to be self-sufficient and have easy access to information staff. We will facilitate independent discovery and provide appropriate experts trained in customer service, Library policies and procedures, and a core set of information tools and resources when needed. We will strive to:

• Wear nametags so we can be easily identifiable.
• Acknowledge your presence by communicating a greeting once you are within verbal conversational distance and make eye contact while conversing.
• Invite you to completely state your needs before responding.
• Rephrase your question to demonstrate our attentiveness and understanding.
• Avoid using library jargon.
• Ask questions that identify your needs.
• Review search strategies you have already tried so not to repeat steps.
• Avoid interjecting our personal values while helping you.
• Refer you to the appropriate sources if we are unable to assist you.
• Follow up to see if you have found what you needed within 15 minutes of initial assistance.
• Consistently rove the Learning Commons to offer you our assistance.

Technical Services Customer Service Guidelines

In addition to the Library's general customer service guidelines, our Technical Services staff will strive to:

• Acquire materials and information resources appropriate to faculty, staff and student needs.
• Process received materials in a timely manner.
• Maintain an accurate database to ensure bibliographic access by Library users.
• Provide accurate directions to service points within the Library in a courteous manner.
• Provide prompt, accurate and courteous responses to all inquiries.

If you would like to make a suggestion or comment about Library services, please go to the Suggestion Box.

Approved August 2006
Reviewed August 2010