Customer Service Module Supplement
Remember to apply the Libraries Service Principles in all situations.
Phone Service Etiquette
Opening: Answer stating your department, name and “How may I help you?” Speak in a
clear, pleasant and professional voice.
Smile: The caller can hear your smile.
Listen: The caller has an objective, problem to be solved or a question.
Vocalize Cues: Caller can’t see you. Use for example: “Yes” or “ I see”.
Transfer Calls: Tell the caller the reason why you are transferring the call.
Placing Calls on Hold: Ask the caller “Do you mind holding?” or “May I place you on
hold?” Check back periodically (35 to 40 seconds). Give the option to hold or take a
message. Thank the caller for waiting.
Proper Telephone Language: To avoid a negative conversation don’t use “You have
to… You need to…Why didn’t you?”. Try using “Your question,” Your concern,” or
“This situation.”
Screening Calls: When it’s necessary to screen calls “May I say who’s calling? Thank
you. Let me check and see if he’s/she’s in.” are suggested responses. If you are required
to ask who is calling or what the nature of the call is, be aware of your tone of voice.
Screening calls is always a delicate situation, so it is critical not to offend or put your
caller on the defensive with your voice tone.
Message Taking: Write the following information on paper
Caller’s name (get the correct spelling)
Company or dept. and number
Date and time
Message
Action to be taken (i.e., “Please Call,” “Will call back,” or “URGENT”)
Closing the phone call: Talk in the past tense and “closing” phrases (i.e., “I’m really
glad you called.” Or “I’m glad we resolved this concern“). Thank them for calling and
say “Good bye”, not “bye-bye”, Okie-dokie”, “Alrighty,” or any other slang phrase.
Courtesy: Always be courteous in all types situations.
In Person Service Coverage
 On the Desk Service Tips
 The desk area must be covered by you at all times. Do not leave the desk
unattended. If you must leave the desk area please ask for assistance from another
student assistant or staff member.
 If a user is near the service desk (typically within 5 feet or so), offer your
assistance even if they are not looking at you directly. Take action first before the
user has to ask you for assistance.
 If a user appears to be lost or looking for something, offer your assistance.
 Off the Desk Service Tips
 During your shift if off of desk, user assistance and other library related duties are
your first priority, so please limit non-work-related conversations.
 If a user enters the area your working in, offer your assistance. Take action first
before the user has to ask you for assistance.
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 If a user appears to be lost or looking something, offer your assistance.
 Customer Service Body Language
 Be approachable at all times:
 Smile
 Make eye contact before the user makes eye contact with you
 Give a friendly greeting
 Offer assistance
 Be mobile, go with the user. If you’re unable to leave the desk ask for
assistance from another student assistant or staff member.
 Offer referral if unable to assist or answer not found
 Allow for personal space. Be aware of a user's personal space or comfort
zone when approaching them and/or standing next them when offering
your assistance. Typically a person's personal space or comfort zone is
approximately 2 feet of space between them and others.
 Wear your student assistant badge during your entire shift.
 Maintain appropriate confidentiality and discretion at all times when interacting with
users in person or on the phone. Review Confidentiality of Records located in Module
3 - Policies & Procedures.
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