Customer Service Standards
Approachable. Access services staff are ready to greet approaching patrons. We stop all activities and conversations when patrons approach the desk. We focus on the patron. This means we:
Communicate Well. We listen carefully and are interested in patrons' questions. This means we:
Courteous. We respect individual patrons and are courteous. This means we:
Modeled on Boston College O'Neill Library, Access Services, Service Desk Standards
Policies & Procedures:
Alexander Library/LSM Government Documents: Collection and Circulation Policy
Proper shelving for standard and oversized collections
Classification Systems:
LC Call Number Training Module Overview
LC Call Number PowerPoint presentation
LC Call Number handout
LC Call Number Written Test 1
LC Call Number Written Test 1 Answers
LC Call Number Written Test 2
LC Call Number Written Test 2 Answers
LC Call Number Flash Cards
LC Call Number Other Collection Questions
Library of Congress Classification Outline
Superintendent of Documents PowerPoint
Collection Management Manual:
Overview of Shelving
Oversize subcollection sizes for RUL
Overview of Shelf Reading
Overview of Statistics Keeping for Collection Management Group
Overview of Shifting
Standard Range Guide Information:
Stack Guide Template Instructions
Shelved by Title Stack Guide Template
Classed Stack Guide Template
Learn how to use the phone! Make sure you know how to:
How to answer the phone:
Good Morning, Good Afternoon, Good Evening,
This is the Math Physics Library can I help you?
Always ask whose calling, get their full name, Phone numberor e-mail address, and write down the day/date and time they called.
I am looking for a book: If the person is calling about a book, ask for and write down the following information, so that you can look the book up online
Book title: ,
Author (Last name, First name):
Call number (if they have it): QA327.44 2001
Barcode: 390XXXXXXXXXXX
I need information about my account, do I have any holds to pick up, etc.
Ask for
Name (First and Last Name):
RUID Barcode: 290XXXXXXXXXXX
Phone number or e-mail address if you are unable to assist them.
Speak to your immediate supervisor.
How to take a message
Always ask whose calling?
Name (First and Last Name):
Phone number
E-mail address
Write down what time they called
Be sure that you are calm and attentive when you answer. The caller can usually tell quickly if you are going to be pleasant and helpful or if you are preoccupied and unhappy.
Be accurate and as complete as possible with your answers. If you can't answer a question, find someone who can. If it is someone in the department, put the caller on hold briefly while you explain the situation to that person.
If you transfer the call, always alert the other library staffer at the other end as to why you are making the transfer and what you have learned from the caller so the caller doesn't have to repeat everything yet again.
When someone calls you by mistake, a wrong number, and they don't have the correct number, see if you can help them get the correct number. Look it up in the University Directory or the Mobile telephone book. We are in the business of providing information--we should be able to do it for those who demonstrate an immediate need.
End phone calls just as you do questions in-person. Remind the caller to call back if they need more information. If your supervisor allows, give them your name as a contact.
Studious v3 from Stacey Carton on Vimeo.
Dreams from Stacey Carton on Vimeo.
Doubt 5 from Stacey Carton on Vimeo.