GREAT Public Services

GREAT Public Services

​A brief overview, content adapted from University of Illinois Library Customer Service Guidelines

Open Ended

How can we greet all patrons and make them feel welcome?

Greet all patrons and make them feel
welcomed

●be visible, approachable, proactive, and ready to assist

●be professional in language and etiquette

●watch for patrons who need help

●make eye contact and greet patrons

●acknowledge promptly (e.g. within two working days) to
external and internal patrons be it in person, via email,
phone, or instant message

●actively listen to the patron’s query

●acknowledge waiting patrons

G

Respect cultural and other personal
differences

●attend training on diversity issues

●respect personal space and patron’s privacy

●display neutrality regardless of topic or request

●be patient with patrons who need additional assistance
and provide services to meet their individual needs

●speak clearly and concisely and avoid or explain library
jargon

●recognize unique needs that will impact how the service
is delivered (e.g. location, disability, status, affiliation,
English skills, etc.)

R

Evaluate and clarify patron’s
expectations

●allow patron to finish a thought before responding

●restate the patron’s question

●ask open ended questions about information and
resource needs

●clarify the patron’s expectations and desired outcomes

●request additional assistance if necessary

●gather relevant information; this may include affilliation,
status, and accessibility

●acknowledge complaints and suggest next steps,
including lodging a complaint

E

Address and respond to patron’s
needs

●look for teachable moments

●check back with the patron to let them know we are still working on
their request

●continue to ask for clarification

●acknowledge a patron’s frustration

●make appropriate referrals by contacting the referral to verify
availability, providing the referral with the patron’s contact
information (with the patron’s permission) and inquiry, and giving
the patron the referral’s contact information

●understand the role, responsibilities and limits of your position

●when appropriate, let referring staff know when we have received
and acted on a referral

A

Thank and verify that needs have
been met

●ask for feedback and clarification

●verify that the question has been answered in full;
however, if the patron’s question cannot be answered in
full, let them know what is possible and why

●encourage patrons to return if they need more help

●ask if there is anything else we can help with

●provide contact information if patron has additional
questions

●thank patron for using library services

T