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Be attentive and aware of your surroundings at all times.For good service and safety, always be aware of what's happening around you.
Greet everyone using the 10/4 rule.If someone is ten feet away or closer and they’re looking at you, make eye contact and smile to let them know you see them. If someone is four feet away or closer, look at them and say, “Hi, how can I help you?” Always offer your help first. Don't make the patron ask for assistance.
Anticipate the patron's needs and ask the next question.Did the patron ask to check out a laptop? Ask if they would like a charging cable. Did they ask to check out a camera? Ask if they would like any accessories, like a tripod or memory card. Sometimes patrons need more than what they ask for.
If you have to tell a patron no, tell them their next best option.Patrons often ask for items we don't have or ask us to make exceptions for them. If we can't give them what they're asking for, politely decline, stand firm about our policies, and offer them an alternative. Here's a common example:
If you aren't able to help a patron, find someone who can. If you don't know how to answer a patron's question or aren't sure how to do something, ask a supervisor or a fellow student to help you. It's always better to tell a patron, "I'm not sure, let me find out for you," than to try to figure it out on your own.
If patrons are waiting in line, acknowledge them.Sometimes it gets busy at the desk and a line forms. Briefly acknowledge the people waiting in line by saying, "I'll be right with you," or, "Thanks for waiting." It reassures patrons that you see them and are doing your best to assist them.
Wear your lanyard and use your desk name tag.Remember to take off your lanyard and put your name tag back at the end of your shift.
The Circulation Desk must always be staffed.The Circulation Desk is the only desk in the library that must be staffed at all times, so never leave the desk unattended. This means that you need to stay until the next person arrives for their desk shift, unless you have made special arrangements with your supervisor. If you need to briefly step away for any reason, make sure you ask the supervisor on duty if they can watch the desk for you. If a patron needs help finding something in the stacks, refer them to Research Help.
Keep the desk area clear of personal items.Put personal items like coats, bags, and backpacks on the coat hooks or on the floor beneath them. It's okay to have small personal items like laptops, tablets, and books at the desk, as long as they don't take over the counter top.
Sit so that you can see the entrance and stairs clearly. Be attentive at all times. Patrons should never have to wait for you to notice them. Look up as someone walks by and greet patrons as they approach the desk. Always be aware of who is coming and going; it's essential for good customer service and for security.
No eating at the desk. Beverages are okay as long as they won't spill if they are tipped over. Please eat before or after your shift.
No headphones or airpods while at the desk, and no sound coming from devices.It's our job to be available at all times to help patrons, and wearing headphones even in one ear says, "Don't bother me, I'm busy." No listening to audio or watching videos at the desk, no exceptions. It's okay to wear headphones during your shelving shift, as long as it doesn't distract you from your shelving tasks.
No personal phone calls during your shift.Silence your phones or put them on vibrate. Occasional texting is okay, as long as it doesn't distract you from your job duties.
Personal work is a privilege, not a guarantee.You're welcome to do personal work if it's slow at the desk, but your desk shift is not guaranteed free time. Library tasks must be completed before personal work is started, and personal work must not interfere with your job duties. Your first priority is excellent customer service, so you must be able to drop everything at a moment's notice to help patrons.
Circulation computers and printers are not for personal use.Don't alter the configuration of any circulation computers, and don't use them for personal work. If you need to print a personal document, please do it on your own time and use the public printers.
If it doesn't belong to the library, we can't accept it at the desk.Sometimes patrons try to drop off personal items for someone else to pick up or items that belong to other departments. Politely tell them we can't hold items at the desk that don't belong to the library.
What to do when the phone rings.
Pro tips to keep it professional.It's important to keep your language and tone professional when taking calls, and good phone skills will be very useful for your future careers. Here are some tips to help you improve your phone skills: