Those of us who work at the Circulation Desk are often the first point of contact in the Library for students, staff, faculty, and visitors.  Below are some common-sense guidelines for all of us to follow to insure we make a lasting and consistent good impression.

Good customer service is of paramount importance.

• Every patron deserves to receive prompt and focused service.
• Patrons can legitimately expect staff to be knowledgeable.
• Interactions with patrons should be characterized by courtesy and genuine efforts to meet the patron’s needs.
• Within the bounds of Library guidelines, look for ways to say “yes” to patron requests.
• If a queue of patrons develops, ring the help bell to request backup.

 Confidentiality of patron records is crucial.

• Discuss a patron’s borrowing record only with the patron herself.
• If pressed to violate this trust, get a supervisor to handle the situation.
• See Library Guideline 201 for more information

 Dress appropriately.

• There is no dress code but your clothing should always be clean, neat, and in good repair.

 Be consistent in applying Library rules and guidelines.

• If you are unsure about interpreting a rule or guideline ask another staff member.

 Library-related work comes first.

• During slack times, look first to sorting a cart of books or any other job-related task that you can perform while working on the front desk.
• Visiting with coworkers is natural but keep it brief and remember, two is company but three is a crowd.
• If you must leave the front desk for any reason get someone to cover for you.
• When doing other things while working the front desk remember, serving the patron always comes first.