Customer Service

Customer service is as important in the library as it is in the marketplace. While there are fundamental differences between library services and commercial enterprises, many of the behaviours and expectations of users/customers are universal.  All customers like to be assisted by individuals who are approachable, personable and knowledgeable.

Last updated: August 6, 2015

Competency: Provides assistance to library users in a manner that is warm, welcoming and respectful 

Associated Knowledge, Skills and Abilities:

  • Uses every interaction as an opportunity to cultivate a lifelong relationship with the library 
  • Conveys a willingness to help that puts customers at ease
  • Makes every customer feel important and that they have come to the right place
  • Uses a smile, eye contact and body language to communicate focused attention
  • Listens carefully to understand the customer’s request and the context for that request
  • Empathizes with the customer and withholds judgment, regardless of the nature of the request
  • Explains to the customer the steps or process involved in meeting his or her needs
  • Takes personal responsibility for customer satisfaction at the end of every interaction.

 

Competency: Pro-actively pursues opportunities to assist library users, anticipating needs and exceeding expectations 

Associated Knowledge, Skills and Abilities:

  • Approaches customers to offer assistance
  • Understands barriers to using the library and tries to assist in ways that minimize the barriers
  • Exceeds customer expectations by going above and beyond
  • Anticipates customers’ needs through observation and conversation with customers
  • Engages in conversation with co-workers in order to better understand library use patterns and customer needs.

 

Competency: Demonstrates comfort in assisting library users with disabilities and accommodating special needs

Associated Knowledge, Skills and Abilities:

  • Understands the accessibility principles of dignity, independence, integration and equal opportunity
  • Communicates with a person with a disability in a manner that is respectful, helpful and accommodating
  • Promotes and demonstrates the use of accessible technology hardware and software, eg. Zoom Text, CNIB reader, etc.
  • Assists people in using the library's adaptive and assistive technology

 

Competency: Demonstrates a good working knowledge of the full range of programs and services offered by the library 

Associated Knowledge, Skills and Abilities:

  • Understands the need to assist customers in navigating the library’s offerings
  • Offers suggestions to customers on programs and services that are relevant to their needs and interests
  • Stays current with new/changing programs and services by reading internal publications and frequently checking the library’s website. 

 

Competency: Demonstrates comfort in assisting users with the library's public access technology, peripherals, devices and networks

Associated Knowledge, Skills and Abilities:

  • Understands how to assist users with the library's public access computers, printers, scanners and photocopiers
  • Explains to users how to connect to the library's wireless network
  • Instructs users in the use of the computer access, reservation, time and print management systems
  • Understands and explains the security restrictions of the public computers and the user's options for saving files
  • Assists users with questions and troubleshooting relating to basic computer functionality, including: use of mouse, keyboard, printing, accessing the internet and downloading and saving files
  • Instructs users on how to access the library's online catalogue and e-resources.
     

Competency:  Demonstrates comfort in assisting users with personal portable devices

Associated Knowledge, Skills and Abilities:

  • Instructs users on how to access library resources on their personal devices, including smart phones, tablets, laptops and e-readers
  • Assists people in retrieving data from and storing data to portable devices or to web-based storage options
  • Assists users with connecting personal portable devices to the library's wireless network
  • Assists users with questions and troubleshooting relating to the downloading of e-books, e-audiobooks and videos. 
     

Competency: Applies effective techniques to address difficult situations with users

Associated Knowledge, Skills and Abilities:

  • Encourages users to follow library policies; applies good judgment when deviating from official policies and procedures
  • Treats  users' concerns  with respect and empathy
  • Maintains a calm, professional manner in difficult situations and applies effective communication techniques
  • Responds to complaints and problems shared online and in person  in a prompt and professional manner

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