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Law Library Service Desk Manual: Customer Service & Confidentiality

Customer Service

When working at the service desk assisting patrons is your most important job. Being friendly and projecting a positive attitude while at the desk can go a long way towards making a patron feel comfortable approaching you with a problem or to ask a question.

Providing friendly assistance is an important part of your work regardless of whether the patron is a student, professor, staff member, or a member of the general public.  Patrons do not distinguish between student library assistants, library assistants, librarians, or library directors; we represent one another. If you don't have an answer, ask another library staff member for help.

Many students may be frustrated by attempting to study in crowded homes or by issues with internet service and are relying on study spaces in the library to ensure their continued success in law school. Practicing the techniques below may help to diffuse tense situations. If a situation escalates you should refer the matter to a supervisor, either in person or by phone.

 

Tips for Great Customer Service:

Are you HEARing your customer?

  1. H... Hear what the customer is saying using your ears, eyes, and body language.
     
  • Present yourself in a welcoming manner; use body language that shows you are willing and ready to listen.
  • Actively listen to the customer to determine important details.
  • Pay attention to the customer’s body language as well as your own.
  • Non-verbal communication is VERY important.
     
  1. E… Empathize with the customer by placing yourself in their situation.

    You may identify with the customer’s situation without agreeing with him or her.
    Use “I” statements…
  • “I can understand your frustration…”
  • “I am here to assist you…”
  • “I know we can work together to…”
     
  1. A… Apologize for the inconvenience.
  • Apologizing for the frustration of a situation or the wait time or malfunctioning technology goes a long way in putting things in perspective for the customer.
  • Apologizing does NOT mean you are affirming the customer’s viewpoint.
     
  1. R… Resolve the issue in a timely manner or offer alternative solutions.
  • Ask clarifying questions and seek to understand before being understood.
  • Provide the customer with accurate information.
  • Offer solutions, multiple solutions if possible – if the customer feels they have a choice in the decision making process, they often feel better about the solution.
  • Offer assurances and follow through.
  • Reach out to a supervisor for assistance when necessary.


Practicing responses to typical issues found in the library may also be helpful.

  1. Issue: A student does not have a study room reservation.
    Response: We require that students have a reservation when using the study rooms. The study rooms are in high demand and using the reservation system ensures that all students have equal access to the rooms and minimizes any issues as to who should have access to a room at a specific time. If you need any help making a room reservation we would be happy to walk you through the process now!
     
  2. Issue: A student argues about leaving the library at the end of library hours.
    Response: The library closes at [library closing time] today. We are happy to give you an extra few minutes to wrap up what you are working on, but request that you allow us a few minutes to close. The library will be open tomorrow at [library opening time] if you would like to return then.
     
  3. Issue: Students bring in messy food or other food that is against the library food policy.
    Response: I am sorry but [food item] is against the Law Library's food policy. You can see the food policy posted near the entrance of the library that details what foods and drinks are permitted. If you would like to eat there are tables outside the library entrance and you can return once your meal is done.
     

Sometimes a student may be upset that they have seen someone else seemingly allowed to disregard a library policy. In this situation let the student know that we enforce library policies whenever we see them not being followed to the best of our ability. Any students not following library policy are not because we have allowed it but because we did not see.  

Patron Privacy & Confidentiality

Protecting the confidentiality and privacy of our patrons and fellow employees is extremely important, especially when dealing with library records and patron information. Giving away patron information is against the law. Private and confidential information learned while working should not be discussed with anyone other than library personnel. This includes, but is not limited to:

  • Do not EVER give out personal information from a patron's library record. This includes items checked out, phone numbers, addresses, and email addresses. All information in a library record is private and CANNOT be divulged to a third party. (Example: A student asks you the name of the person who has a particular book checked out. You are NOT allowed to tell them that information. It is a violation of that patron's confidentiality and privacy.).
  • Fines/charges on an account not belonging to the patron you are speaking to.
  • Information as to a student's enrollment status.
  • Private correspondence between the faculty and staff.
  • A student or staff member's home address or phone number (including cell phone numbers).

If a police officer or University administrator asks you for information, please refer them to the Library Director or the supervisor on duty. They will handle the situation. When in doubt, ask your supervisor.

When it comes to protecting patron privacy, one of the best things you can do after you have pulled up their record or checked an item out, is to make sure you then clear the screen in SIRSI when you are finished with the transaction.