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What We Do

Policies

Quality Customer Service Standards

QUALITY CUSTOMER SERVICE STANDARDS

 

Attentiveness

  • Staff will acknowledge every customer with a pleasant verbal greeting and an open attitude that demonstrates approachability.
  • Staff will put the customer first by maintaining an awareness of their presence giving full attention to the patron and by interrupting routine tasks to give direct public service.

 

Attitude

  • Staff will base service on the values of the organization rather than personal convictions.
  • Staff will respect customers by discussing their records in a non-judgmental and confident voice, using a moderate tone of voice. Privacy of records will be maintained.
  • Staff will use an appropriate verbal closure for each transaction.
  • Staff will present a clean and neat personal appearance.

 

Customer Education

  • Staff will apply the circulation policies and procedures accurately and consistently according to the Circulation Policy.
  • Staff will proactively inform the customer of circulation service related to their transactions.

 

Problem Solving

  • Staff will give each customer-focused attention throughout the transaction.
  • Staff will involve the customer in finding creative resolutions to their circulation related problem.
  • Staff will acknowledge customer concerns, suggestions, and complaints and share them with the director.
  • Staff will try to solve the customer's problems at the first point of contact. If the problem cannot be solved, it will be immediately referred to the director.

Our Impact This Year

  • People with Library Cards

    15,596

  • Items borrowed

    6,068

  • Dollars Raised

    13,727

  • Program Participants

    1986

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