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
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
I need information about my account, do I have any holds to pick up, etc.
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):
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.
Rutgers is an equal access/equal opportunity institution. Individuals with disabilities are encouraged to direct suggestions, comments, or complaints concerning any accessibility issues with Rutgers websites to firstname.lastname@example.org or complete the Report Accessibility Barrier / Provide Feedback form.