Library Services Student Assistant Guide

At one time or another, we've all experienced really good customer service, and really bad customer service. The really helpful store clerk who may have helped find an item you were having a hard time looking for, or the inattentive server that forgot about your table. 

In the first example, we feel happy and satisfied because the person took the time to help us find what we were looking for. In the second example, we often feel angry and ignored because the person is not attending to our needs. This is why providing good customer service is so important, especially in the library. We want our patrons to continually come back if they need help or resources and we want the library to be a welcoming space for them. As the face of the library, it is all of our responsibility to make sure that we are providing good customer service.

Do:

• Be approachable—It's perfectly okay to work on other things if there is no work to be done at the desk, but remain attentive for any students who might want to approach the desk.
• Be friendly—when someone looks like they might be approaching the desk, smile and say, "Hi how are you? How may I help you?" or if they are looking around, you could ask, "Is there anything I might be able to help you with?" or something to that effect. Sometimes people are afraid to approach others or ask for help, so we need to be the ones to reach out to them. 
• Listen—try not to assume what the patron might need. Some requests will be simple but sometimes you need to ask clarifying questions in order to figure out what they need. Always listen, repeat back what they say (ex. so you need [insert title of book]), and don't be afraid to ask them to clarify or ask someone else for help if you are unsure.
• Go the extra mile—this can include a lot of different aspects, some of which are expected and some of which may not be. This is not an all inclusive list, but here are some situations in which you can go the extra mile:
  • Going into the stacks with the patron to help them find a book.
  • Walking them to whatever location they are looking for if they are unsure after you try to verbally direct them.
  • Suggesting other alternatives if we do not have something they are looking for or we cannot provide them a service for whatever reason.
  • Connecting them with a resource they might need that they didn't know existed.
  • Offering to help them solve a problem, if you are able to. And if you aren't referring them to someone who will be able to help them
  • Offering to help pick items up for them if they drop something.
• Ask if there is anything else you could help them with, or if you answered their question sufficiently—sometimes patrons are forgetful or may not be forthcoming with additional questions. You always want to make sure that you ask because this not only makes the patron feel more comfortable, but also may help them remember additional things they might need.

Don't:

• Close yourself off when at the desk—if you have headphones, or are on your laptop, or are having conversations with friends at the desk, or on your phone texting/having a phone conversation with someone, this can and will discourage people from coming to the desk. You need to be able to help at a moments notice, and if you are distracted or not paying attention, then people will not want to approach you. It's perfectly fine to do other work on the desktop computer if there is nothing else to do, or talk with another student working on the desk, but your attention needs to be mainly on the desk and any patrons who may need help.
  • Think of a light switch, any work or conversing with other student workers needs to be switched off immediately when you see someone who may need help.
• Be rude—this one is kind of a given, but you always want to make sure that you have a friendly tone when talking with a patron, and that you are listening to their needs. Making eye contact is important as well.
• Give the patron bad information—this can include a couple of things:
  • If a patron is looking for a book that is checked out, we NEVER want to tell the patron who the book is checked out to. Under no circumstances should we be giving out private information; this is actually a New York State Law, and you could get in a lot of trouble if you give out personal information to someone else. 
  • Sometimes we don't realize we told someone the wrong thing until someone else tells us. It's always a good idea to double check before giving a patron information that way we can be sure we are giving them good information. We want to try to make things as easy as possible for them.
• Put in minimal effort—always make sure that the patron is supported which may mean going into the stacks with the patron or leading them to specific parts of the library, helping them if they are struggling with a task, or meeting them at their level of knowledge.

Here at Le Moyne, we are very fortunate to have a great community of people that is supportive and caring. However, we are all human, and sometimes humans have bad days. Someone could be fighting an invisible battle that we know nothing about. Please note that this does not excuse someone to be rude, but it does happen. As a student worker at the library, you have to be prepare to deal with any kind of person at any point in time. Here's some advice:

• Really listen and hear their concern. Sometimes if someone is having a bad day, they just need someone to hear them and listen to their story. When we feel listened to, we naturally feel more comfortable and relaxed. 
• Sympathize with them. If they tell you something happened that put them in the situation that is causing them stress or concern now, you could tell them that you're sorry that happen to them, or something to that effect. This lets the other person know that they are being heard and supported.
• Check to see if an exception can be made based on their situation. If you feel like whatever situation the patron is experiencing warrants an exception, it doesn't hurt to ask the scheduled supervisor. We obviously can't give an exception to everyone because then patrons might take advantage, so use your best judgement before asking for an exception.
• Use a calm demeanor to diffuse a situation or to give the patron news they may not want to hear. If you can't or aren't able to give them an exception, gently tell them that, "I'm sorry but unfortunately there isn't anything I can do. I'm sorry I couldn't help."
  • If the patron is frustrated and starts to take that frustration out on you, you could say something along the lines of "I understand your frustration. I will try to help as best I can."
  • If they become aggressive and you feel uncomfortable, grab the scheduled supervisor for help, or call security immediately. If you feel comfortable confronting the patron, you could say something along the lines of, "I understand your frustration and I will do my best to help, but I need you to take a moment."