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Client Service and Referral
The Library & Gallery is committed to providing a wide range of services and information for the University and community constituents. This entails a moderately complex, specialized division of information and expertise throughout the Library & Gallery's departments and subunits.
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B. Other inquiries are more appropriately directed to department staff as follows:1.
- In-person, telephone, or other inquiries should ordinarily be transferred not more than once.
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- Placing a client endlessly on hold is frustrating. If the information cannot be located within a short amount of time, it is best to ask the client's name and telephone number (or email address) and offer to get back in touch.
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- Avoid dead-end responses such as "I don't know" or "That's not my department/job." These are inappropriate and offensive in any workplace.
- If staff are unable to respond directly or immediately transfer a client inquiry to appropriate unit/staff, it is appropriate to respond
"I do not know the answer, but will be happy to find out the information for you and get back to you" or __
"I will have the appropriate unit/staff call/contact you as soon as they are available or if you wish to make contact at a later time, their telephone number is XXX-XXXX."
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