CF Library: Library Student Assistants: Customer Service in Library

Customer Service: In Person

In-person Customer Service

Have presence and maintain professionalism are the two most important and most difficult traits to master.

How to have presence/professionalism:

Be alert to people entering/exiting the library
- Greet people as they enter. (verbal greeting or a smile)
- Wish people well as they leave. (verbal "Have a nice day" type goodbye or a smile)
Have awareness of your surroundings
- Be aware of people approaching you, looking confused, or looking like they need help
Initiative - Say something!
- Offer to help them
Professional posture:
- Head up
- Calm alertness
- Smile at people and try for brief eye contact (if eye contact makes you uncomfortable, look at the person's forehead, etc.)
Avoid:
- hunching or leaning over a phone or other device
- slouching down or backward
- folded legs

Customer Service: Phone Calls

Phone calls:

It is important for a place to have a consistent greeting, because it shows professionalism. Typically, in workplaces a person answers the phone using the name of the workplace, department, and the person's name. This lets the caller know if they have the right number.

Practice your phone customer service. Use the scripts in this section to help hone your phone skills.

Greeting:

Good [morning / afternoon / evening],
College of Central Florida, Citrus Campus Library. This is [name]. How can I help you?

Caller wants to speak with a coworker:
(if coworker is in office)
One moment, please. I need to place you on hold so [staff name] can pick up. May I have your name and number in case we are disconnected? Thank you.

Then: Inform staff that [Person’s Name] is on hold and why they are calling.
Tip: Note the person’s name, phone #, and short version of why they are calling.

(if coworker is out of office)

I am sorry, [staff name] is unavailable. May I take a message, or would you like to be transferred to voicemail?

If caller leaves a message: Write down the date, person’s name, phone #, and short version of why they are calling. Put message on coworker's computer monitor.

Message for patron who has items on hold:

Good morning/afternoon/evening,
This is [name] calling from the College of Central Florida Citrus Library. Our phone number is (352) 249-1205.
I am calling to let you know that the material you requested is in.
You may pick it up at any time by visiting the library.
The Citrus campus library is open Monday – Thursday, 8am – 6pm, and Friday 8am – 4:30pm.
Thank you and have a great day. Goodbye.

Message for patron who needs to call the library back:

Good morning/afternoon/evening,
This is [name] calling from the College of Central Florida Citrus Library. Our phone number is (352) 249-1205.
This message is for [patron name] regarding a question we have.
The Citrus campus library is open Monday – Thursday, 8am – 6pm, and Friday 8am – 4:30pm.
Thank you and have a great day. Goodbye.

Reminder:

Never give information about the patron to anyone over over the phone.

A caller may mistakenly phone the library when the caller needs another CF department. When this happens, library staff may transfer the caller to the needed department.

Often, the library receives calls that need to be transferred to:

Testing Center (6168)
Ocala Bookstore (1212)

Additional contact extensions may be found at: https://www.cf.edu/about-cf/cf-at-a-glance/employee-directory/

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Basic Script (you may need to adjust this depending on the caller's needs):

I'm sorry. You've contacted the library. I can transfer you to [name of department or person] so they may help you further. In case they are helping other people, are you okay with leaving a voicemail?

(wait for response)

Okay. I'll transfer you to extension (number) now. Have a good day.

Directions to Transfer (must be done while on the phone with caller):

Push Transfer button
Enter extension needed (use the list under the phone as a guide)
Push transfer
Hang up