A Review of Customer Service the BUSP Way

*Be here!  It’s impossible for you to provide good customer service when you’re not here. Work assigned shifts.  When this isn’t possible, make every effort to find a sub.

*Look approachable and draw those guests to you.  Pay attention to your posture and your body language.  (Did you know people form 55% of their impression of you from your body language?  It’s true!)  Smile.  If you see someone standing near the service desk looking a bit lost, make eye contact.  Ask if you can help them.

*Be courteous and professional.  Always speak to the guest in a friendly manner. (People form 38% of their impression from your tone of voice.)  

*Listen, really listen to what the guest has to say.  Give the guest your full attention.  

*Ask questions if you’re not sure what the guest is asking.  Then when you think you understand, rephrase the guest’s question back to him/her to get confirmation. 

*Refer guests needing reference assistance to our reference desk.  If there is no one at the reference desk during regular reference hours, get your supervisor. 

*If the guest’s need is out of the ordinary or goes against BUSP policy, let him/her know you’ll get your supervisor to help.

*Be willing to go the extra mile.  Unless traffic at the desk is very heavy, rather than just tell a guest how to do something, take the time to show them.

*Work as a team with your co-workers.  It’s good customer service, and it’s fun! 

*Handle difficult situations with sensitivity, and keep your cool with upset guests.  Let them know you understand they have a problem, and tell them you’ll get your supervisor to help them.

*Keep your word and follow through.

*Put yourself in the guest’s shoes.  If you were on the other side of our service desk, what would it take to “wow” you?

*People on the phone deserve the same great service as people standing in front of you.

*And lastly…unless it results in a check-out of materials, make sure you record the guest’s request on the portal.   Library administrators look at the portal numbers to determine how much money to give BUSP to hire people like you.  Keep your pay coming by recording questions in the portal!