Customer Service
Customer Service Policy
Our mission is to give to you a wide range of resources, to provide up to the minute and accurate information, and to offer services and programs desired. In fulfilling this mission we strive to act as the most convenient point of access for the needed materials and information and to actively seek to make community members and organizations aware of the resources and services we offer.
In fulfilling our mission, we strive at all times to provide excellence in customer service. Excellence in customer service means that educated and knowledgeable providers are ready to assist viewers in finding the materials and services they want and need. Excellence in customer service also means that the providers will try to offer services in a fair manner that treats everyone with courtesy and respect and asks for courtesy and respect in return.
The following elements are emphasized in providing public service:
1. We will treat every patron with equal respect and every request with equal importance.
2. Courtesy and attention to the needs of our sites visitors will be the key to all interactions. We will try to be flexible in meeting our viewers’ needs. Whenever possible, judgment calls will be made in the viewers’ favor.
3. Skilled team members will use their knowledge of our entire company’s resources to fulfill requests in a timely manner or else present alternatives when requests cannot be met immediately.
4. Our rules and procedures exist to make our resources available on an equitable basis. If anyone has a question about why we have a policy or if the purpose of a policy is not understood, an explanation should be provided or else referred to a supervisor or a director of our company.
5. Our ultimate goal is to meet our viewers’ expectations for service while fulfilling our company’s mission. Any comments are welcome regarding how well those expectations are being met.
Ethics:
All our visitors and customers deserve equal consideration and dignity for their requests and our team members will seek to carry out the mission of our company in a way that provides optimum service to all.
Our team members recognize the confidentiality rights of our visitors and customers. As a result, our team members will not reveal the identity of people using our materials to a third party nor will they reveal the items checked out on another patron’s order.
All requests for information will be considered confidential and such requests will never be discussed with a third party, except with another librarian for the purpose of answering the question.
Our team members will respond to inquiries with the best factual information available but will refrain from offering personal opinions or advice in response to queries. In particular, our team members may direct viewers to sources of consumer information, but they will not recommend products or services.