Customer Services
As a Library Student Assistant, it is important that you demonstrate excellent customer services skills when assisting the library patrons (Students, Faculty, Alumni, Staff and Visitors) by being:
We rely on you to help us continue offering excellent customer service and maintain a good reputation of the library. Remember you are the ambassadors of the library.
Therefore, it is important that you:
Refer patrons to the right library staff when you receive a question that you are not sure how to answer.
Always Remember to:
When doing rounds in the library try to provide support to patrons who look like they need help.
Patron Privacy
It is important to protect a patron’s right to privacy and confidentiality and not to disclose any information related to their library transactions and personal data.
Any patron’s records you may come across/view is considered confidential and should not be transmitted to others by any means.
Code of Conduct
Desk etiquette
While you are on duty avoid:
Phone etiquette
Reframe conversations with patrons by showing a positive approach and words.
Always start with a greeting and introduce yourself. Listen actively and take notes if needed. Ask questions or repeat the information back to make sure you understood the query.
Answering internal calls:
Hi, this is (name). How can I help you?
Answering external calls:
Good morning (afternoon, or evening)! This is the AUS Library. How can I help you?