Always acknowledge a customer whether you are on the telephone or assisting another customer. For example, “I will be with you as soon as I finish with this customer.” Always conduct yourself in a professional, mature manner. Strive for excellence. Before you open your mouth, remember the cost of losing a customer can result in a lost donor, voter, or supporter. Enjoy cultural diversity. Every customer is different and unique. Appreciate the diversity. Avoid saying or doing anything negative or judgmental about another individual. If you encounter a customer who is dissatisfied and it appears that you are not able to resolve or assist the person, ask the manager on duty at the time for assistance. Try not to let a customer leave until you have done all that is feasibly possible to accommodate the person. Problem Customers In the event you are faced with a dissatisfied or disruptive customer and you are not able to resolve the problem, consult the manager on duty. At Main Library, in the evenings and on Saturday and Sunday, the security monitor should be contacted. Assess each situation in a calm, non-judgmental manner. Explain your position in clear, firm language. Present suitable alternatives, if possible. Explain the penalty (e.g., expulsion) for continued inappropriate behavior. Use teamwork. Be sure another staff member is with you when confronting the customer. Call outside
Always acknowledge a customer whether you are on the telephone or assisting another customer. For example, “I will be with you as soon as I finish with this customer.” Always conduct yourself in a professional, mature manner. Strive for excellence. Before you open your mouth, remember the cost of losing a customer can result in a lost donor, voter, or supporter. Enjoy cultural diversity. Every customer is different and unique. Appreciate the diversity. Avoid saying or doing anything negative or judgmental about another individual. If you encounter a customer who is dissatisfied and it appears that you are not able to resolve or assist the person, ask the manager on duty at the time for assistance. Try not to let a customer leave until you have done all that is feasibly possible to accommodate the person. Problem Customers In the event you are faced with a dissatisfied or disruptive customer and you are not able to resolve the problem, consult the manager on duty. At Main Library, in the evenings and on Saturday and Sunday, the security monitor should be contacted. Assess each situation in a calm, non-judgmental manner. Explain your position in clear, firm language. Present suitable alternatives, if possible. Explain the penalty (e.g., expulsion) for continued inappropriate behavior. Use teamwork. Be sure another staff member is with you when confronting the customer. Call outside
procedures%20manual.201310.docx