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Library Service Desk Guide for Student Assistants

Customer Service

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:

  • Courteous
  • Competent
  • Approachable
  • Efficient

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:

  • Report to work on-time.
  • Check your weekly schedule regularly and request coverage when needed. In case, coverage is not secured please email the Access Services Supervisors at circulation@aus.edu
  • Call the Library Service Desk at 06-515-2256 if you have an emergency that would lead you to reporting late to work. 
  • Perform your job duties accurately and ask questions when instructions are not clear.
  • Refer patrons to the right library staff when you receive a question that you are not sure how to answer.


Always Remember to:

  • Greet patrons with a smile when approaching the Library Service Desk for assistance. 
  • Listen carefully and show interest when communicating with patrons.
  • Ask open questions to better understand queries.
  • Refer questions appropriately to concerned staff when needed. 
  • Encourage patrons to come back with additional questions if needed.
  • 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

  • Name tags to be worn all times while you are on duty. 
  • Respect trainers, Librarians, Supervisors and all other library staff. 
  • Adhere to the university dress code.
  • Be punctual.

Desk etiquette

While you are on duty avoid: 

  • Non-work related visits (classmates/friends stopping by to chat). 
  • Using any type of headsets, communicating through WhatsApp and using social media during your shift. 
  • Answering personal calls at the desk but if it is important keep it as short as possible and do not attend it at the Library Service Desk.

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?