Philosophy of Customer Service

Every patron interaction, even the briefest ones, should start with a warm greeting. Just saying 'hi' and asking how someone's day is going can set the tone for the whole conversation and help diffuse any potential conflict. Quality customer service comes from a place of empathy and compassion and is delivered with dignity and respect. To achieve this, it is important to never make assumptions about a person or the questions/needs they might have. It is equally important to take an interest in the patron's problem while actively listening, clarifying when need be, and asking follow up questions to ensure that the problem is fully understood before attempting to resolve it.

 

It is important to find teachable moments and talk patrons through solving an issue rather than just doing it for them. Opportunities for life-long learning present themselves even in short or straight-to-the-point-seeming interactions and should be capitalized on for the patron and for yourself. It's not possible to know the answer to every question, but it is imperative for the sake good customer service that every attempt is made to find said answer. Additionally any promise of continued research or follow up must be fulfilled.