Service Oriented
We deliver exceptional service to patrons by placing them first, actively listening to their requests and concerns, and following up to ensure timely resolutions. We deliver exceptional Patron Service when we:
- Are attentive and approachable.
- Greet with eye contact and open body language.
- Use language library patrons can understand.
- Always put the patron first.
- Follow up with patrons via email, telephone, or in person.
- Walk patrons to their destinations when situations allow it.
- Treat patron interactions as educational opportunities to create good library users.
Empowered
We have the power to give patrons the best service possible. We offer Empowered Patron Service because we can:
- Ask questions when we don’t understand policies or practices.
- Seek and offer alternative options.
- Give feedback to supervisors.
Responsible
We take the initiative to go the extra mile by satisfactorily completing all tasks in a timely manner and following through with patron needs. We provide Responsible Patron Service when we:
- Take ownership, from start to finish, of projects and problems that we encounter.
- Listen actively and ask follow-up questions.
- Provide updates to our patrons regarding unresolved issues.
- Inform supervisors of issues in a timely manner.
Values Driven
We support and practice the Seymour Library and Knox College mission and values. We demonstrate the Values-Driven Patron Service when we:
- Provide the same quality of service regardless of age, race, gender, sexual orientation, language, culture, or ability.
- Provide access to materials without censorship or bias.
- Apply our policies and guidelines equally to patrons and staff.
- Keep all patron information confidential.
Informed
We stay informed of library and college activities and policies. We deliver Informed Patron Service when we:
- Understand library policies and know where to find them.
- Regularly read and respond to email.
- Are familiar with the library website.
- Answer questions and solve problems in as few steps and with as little shuffling as possible.
- Are knowledgeable about programming and events at the library and on campus and know how to connect patrons to the information they seek.
Courteous
We are courteous to all internal and external patrons. We treat everyone with respectful, unbiased attention. We provide Courteous Patron Service when we:
- Show up for shifts on time and ready to work.
- Conduct social interactions, with both staff and patrons, away from public areas.
- Speak quietly while on public desks.
- Respond to all patron requests objectively and without bias.
- Speak using vocabulary appropriate to the situation.
- Solve problems without placing blame.
- Have awareness of cultural and social differences and strive to understand our patrons.
Engaged
We actively listen to our internal and external patrons to ensure they are heard. We provide Engaged Patron Service when we:
- Make eye contact when approached.
- Seek understanding by rephrasing and asking questions.
- Are patient and avoid interruptions.
- Speak with a friendly tone of voice.
Adapted from: https://www.watertownlib.org/191/Customer-Service-Standards
