GREAT: Customer Service Guidelines University Library- University of Illinois at Urbana-Champaign
As a Library Assistant you are usually the first point of contact when a patron enters the library.
You can help patrons with the following:
Many times you are going to need some assistance from a Librarian or a Staff member. Here is a list to help you decide whether the patron needs to speak to a Librarian or a Staff member.
In order to provide the best customer service, we don't like the phone to ring more than two times before answering.
Does answering a phone make you nervous? Having a script ready can help calm those nerves.
"Thank you for calling Smith Library. My name is Bridget. How can I help you?"
After hearing the patrons question, don't be afraid to politely put them on hold while you find the answer to the question or find the best person to speak to them. We will go over transferring calls in person.
We have 3 WEPA kiosks across campus. When students, faculty and staff need assistance printing, they usually visit the library. As a Library Assistant, you may help them do the following:
Or they may have questions about:
WEPA tutorials can be found at the WEPA tutorials tab.