M_Evidence_1

County of Los Angeles Public Library

Live Oak Branch

EXCEL Customer Service SNIPPETS Training

The following customer service guidelines were developed by the staff of the Live Oak Library on 06/04/14:

At the Circulation desk,

·         Greet each patron who comes in with a “Hello!” “How are you?” or “How may I help you?” in a welcoming tone.

·         Acknowledge patrons in line with a nod or hello to let them know you will be with them shortly.

·         No inappropriate conversations or gossiping about patrons or other employees at the circulation desk

·         Do not speak with one another in a loud voice, particularly when the library is quiet.

·         Do not talk to each other when helping a customer unless the conversation is about helping the current customer.

·         Close the interaction with, “Is there anything else I can do to help you today?” and other friendly, closing remarks.

Submitted for evidence of competency (M) by Melissa Townsend-Crow