CUSTOMER SERVICE POLICY
"The Billerica Public Library strives to provide responsive library service to its residents through free access to diverse materials, programs, and information. The roles of the library shall be to provide current, high-demand, high-interest materials for the leisure reading of all age groups; to encourage and foster an interest in reading by children; to serve as a support center for both formal and informal learning pursuits, and to do so in a cost-effective manner."
In addition to the quality of the facility and the collections, it is equally, if not more, important that the library staff provide accurate, efficient, and friendly service at all times. Every patron is important. Each staff member while at work is a representative of the library. The impression made on the patron profoundly affects the library's image and its ongoing support.
The Customer Service Policy of the Billerica Public Library is the foundation for all
staff interactions with the general public. All other library policies should be
interpreted in light of the principles outlined below.
1. The Library will offer the same high quality of service to all regardless of age, race, religion, sex, nationality, educational background, physical limitations, or any other criteria that may be the source of discrimination.2. Patrons will be treated with respect and courtesy in all transactions.
3. Judgment call will always be made in the patron's favor. If you make a mistake, it should always be made to the patron's advantage. If unsure, please check with a Supervisor.
4. Patrons will never be left without an alternative if a staff member is unable to comply with their request. (see attached procedures)
5. Staff members will be familiar with and be able to articulate library policies as well as explain the rational behind them.
DEMEANOR
Demeanor is defined as: the way a person looks. Speaks, and acts; one's manner of behavior towards others; a personal mode of expressing attitude. Non-verbal demeanor conveys attitude via the facial expression and posture just as the tone of voice and choice of words affect a message.
In public service institutions such as at the Library, it is imperative that every staff/patron interaction is a positive one for the patron. A friendly helpful demeanor can often ensure a positive experience even when the message conveyed is not a pleasant one.
Staff members are expected to act in a friendly, helpful manner which will ensure that the patron will walk away feeling that their experience with the Library has been a positive one. (see attached procedures)
ETHICS
The needs and requests of library patrons must always be taken seriously and treated with respect. Equal consideration and treatment will be given to all users within established guidelines and in a non-judgmental environment.
All interactions and transactions between a library patron or group of patrons and the Library will be considered confidential and will be discussed only in a professional context. (Such matters include, but are not limited to, registration information, materials' selection, loan transaction records, reference questions, patron card status, etc). Staff should remember that, although the temptation to discuss or share difficult transactions at the public desk is great, such discussions should be limited to the Staff Lounge or Workroom and out of range of the public eye and ear. These details are confidential as well.
Staff members will not disclose patron information to a third party, except as outlined in our circulation policies with regard to children under age 14 and as outlined in our procedures for handling requests pursuant to the U.S.A. Patriot Act. (see: Confidentiality Policy) All borrowers, including children, may request this information from their own borrowing records if proper identification is presented.
Staff members will respond to inquiries with the best factual information available but will refrain from offering personal opinions or advice in response to queries. In particular, library staff may direct patrons to resources of consumer information, but they should not recommend specific products of services.
WHEN ALTERNATIVES SHOULD BE OFFERED
(These are for the purposes of illustration only, not limitation)
I. Children and Adult Reference
1. If an item is not on the shelf, check reshelving area; offer to reserve or interlibrary loan the material.2. If a question cannot be answered from our collections refer the patron to another possible source; call another library that may have the information; call another agency that may have the information. Never let the patron leave without an answer to his/her question or without a referral to another source.
3. Conduct a proper reference interview: ie. Make sure that you give the patron what he/she wants, not necessarily what was asked for:
a. Clarify what the person really needs (when someone asks "Where are the biographies?", ask if they need help finding a particular book or person)b. Follow up whenever possible with "Did you find what you were looking for?" Or "May I help you further?"
c. Always offer to show the patron the methods or procedures used to locate the information. For example, some patrons may wish to learn how to search the online catalog for future use, others may prefer to have you do it for them each time.
II. Circulation Department
1. If a patron forgets his/her card, offer to look it up with proper ID. Remind the patron in a polite and non-condescending tone that the system may be down when they visit and the information unavailable, and that carrying the card is important.2. If a patron comes up delinquent, suggest some options:
a. Renew overdue materials if the patron feels he/she still has them.b. Offer to hold items for up to 48 hours to allow the patron to clear up the delinquency.
c. Suggest that they photocopy the information if it is only a few pages.
d. Suggest that they clear up the delinquency or make a partial payment.
3. If a town event, snow closing or other emergency might affect the patron's ability to return materials on time to the library, waive the overdue charge.
POSITIVE OPERATING PROCEDURES FOR ALL STAFF
1. Staff will be punctual and be at your assigned post and ready to work at your starting time. Phone will be answered, workstations manned and doors open punctually at 9 a.m.2. All patrons will be treated courteously and respectfully.
3. Greet the patron. Acknowledge a patron's entrance or presence by looking up and making eye contact when possible greeting them verbally.
4. Look up and around periodically. Being helpful to patrons takes precedence over desk work. Patrons should not be led to think otherwise. For example, do not keep a patron waiting while you finish checking in a pile of books nor should you leave the desk unattended to do something in the workroom unless absolutely necessary. If there is a line forming and there is no one to back you up, let patrons in line know you will be with them as soon as possible.
5. Conduct transactions in a helpful pleasant tone of voice. Keep any impatience, annoyance, or implication of ignorance from your voice. Pretend it is their first visit to the library. It is always better to presume that the patron is unfamiliar with the Billerica Public Library and its policies and procedures.
6. Unless there is a specific discipline problem, do not reprimand or scold a patron for any reason.
7. Give the patron your first name if follow-up is required. The personal touch is always nicer and more efficient.
8. Be jargon free when talking to library patrons.
a. Avoid library and computer jargon or abbreviations which would be meaningless or intimidating to the patron (ie. Delinquency, ILL, BPL, etc.)b. Explain to the patron what procedure you will be following if it is not readily apparent. (ie. "I have requested the materials you want from another library. It will take a few days. When it arrives, we will contact you.")
9. If a patron has a question or complaint and the appropriate person to address the question or complaint is unavailable, staff should offer to take the patron’s name and phone number for follow-up by the appropriate staff member as soon as possible.
10. In no instance is it acceptable for a patron to treat staff rudely, to verbally or physically threaten staff or to yell or use abusive language with staff. If such a situation arises it is appropriate to call a supervisor and refuse to serve that patron.
Revised and Adopted June, 2003
