Thanks for choosing to work in the library. You are often the first person visitors see upon entering the library. The first impression you make is the impression the library makes. Here are some reminders to help you make a great first impression.
1. Greet everyone coming into the library:
Look at them and say ‘hi’ or ‘hello’ or another greeting. Don’t look down at the desk. Don’t mumble.
Smile. Be friendly.
Also say ‘goodbye’, if possible, when people leave.
2. Answer "where is it" questions cheerfully:
Students may answer questions like, “Where are the computers students may use?” or other “where is it...” questions. All other questions should be answered by a librarian, if one is working.
NEVER answer a question by only saying, “I don’t know.”
Instead say, “I don’t know, but I’ll find someone to help you.”
3. Be attentive to people waiting at the desk
4. Keep food and drink (other than water) in the back kitchen.
5. Answering the phone (use the following model):
Good morning/afternoon/evening, Lakeland University John Esch Library.
This is __(Your first name)__, how can I help you?
6. Common phone conversations: