Library Services Customer Service Policy

Updated: 2/5/10; Reviewed: 10/13/21
Contact: Library Services

Principles of Superior Customer Service
The Customer Service Policy of the Charles F. Curry Library is the foundation for all staff interaction with the public. All other policies should be interpreted in light of these principles:

The library does not discriminate and offers the same quality of service to all regardless of age, race, sex, nationality, educational background, physical limitations or any other criteria which may be a source for discrimination.
Courtesy and attention to the needs of the customer will be the key to all interactions. Staff will try to be flexible in meeting library customers’ needs. Whenever possible, judgment calls will be made in the customers’ favor.
If a staff member is unable to comply with a request, the customer will be offered an alternative, such as an interlibrary loan request, etc.
Library policies and procedures exist to make library resources available on an equitable basis. If a customer has a question about why the library has a policy or if the purpose of a policy is not understood, an explanation should be provided or the customer should be referred to the Director.
Staff members are encouraged to recognize when a library policy is unfair or not working as it should and then work with the Director to change it.

Demeanor
Each staff member, while at work, is a representative of the library and is therefore expected to conduct themselves in a manner that is consistent with the library’s mission and policies.

Confidentiality
All interactions and transactions between a library customer or group of customers and the library staff will be considered confidential and will be discussed only in a professional context. Such matters include, but are not limited to, registration information, checkout records, reference questions, account status, etc. Staff should remember that discussion of confidential customer issues should be limited to non-public areas.