Customer Service Overview
First impressions are critical at the Information Desk. You have 30 seconds or less to present a positive image of the SLC Library every time you answer the telephone or greet a patron at the desk. Library patrons, fellow students, staff, and faculty do not distinguish between you and the SLC Library. For them you are the SLC Library and at times St. Lawrence College. The important part is to act like a professional. You represent the SLC Library, and you can solve and answer many problems and questions.
People who get that "warm and fuzzy" feeling in the library will keep coming back!
Effective Written Communication in the Library
Often our roles include relying on messages between library staff. Those messages need to be clear, concise, correct, and complete.
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Brenda,
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Customer Service Guidelines for Student Library Assistants
Be patient, be respectful, be approachable.
Treat people with kindness.
Look up, don’t get too involved in your computer.
Greet people as they come in.
Thank people for coming in/say goodbye/have a nice day.
If you do not know the answer, offer options and alternative solutions.
Tell a library technician or supervisor if people are breaking rules/making you uncomfortable.
Front Desk Etiquette
Attire for library employees is business casual. Do not wear clothes with stains, rips, etc.
Footwear (closed toed) is required. Footwear needs to offer enough support to limit stress on the bones of your feet, your ankles, knees, hips and lower back as you conduct your daily job duties.
Cell phones are not to be used for personal use while at the desk. They can only be used for acessing DUO and for emergency purposes, such as submitting an issue through the SLC Safe App.
Homework or reading is not to be done while working in the library.
Headphones are not permitted while working at the desk - no listening to music or watching vidoes - unless directed by staff for training.