Customer Service Policy

Ashby Free Public Library Customer Service Policy

The Ashby Free Public Library is committed to:

Responsive, friendly, courteous and efficient service

  • Create a welcoming atmosphere at the library by greeting each patron.
  • When a patron stops at the desk or appears in need of help ask, “How can I help you?”
  • Maintain a friendly manner with all customers and coworkers
  • Know, understand, and implement correctly all library policies and procedures
  • Be knowledgeable, courteous, and responsive when communicating with patrons
  • Handle complaints with an open mind. Try to see the problem from the patron’s point of view. Contact the director when appropriate.
  • Be sure to wish customers well as they leave the building

Respecting and safeguarding the privacy of patrons

  • Observe customer confidentiality regarding personal information requests and borrowing information
  • Assist customers without questioning the reason for information or specific materials

Equal access to collections, programs, and services

  • Serve all customers in the same friendly, efficient manner regardless of race, color, religion, gender, sexual orientation, abilities or age
  • Be non-judgmental about a patron’s abilities in literacy or computer skills

Customer centered lending and information services

  • Make each patron’s call or visit to the library a positive experience
  • Be aware of customers needing assistance
  • Check with customers to verify that their needs have been met and follow up when necessary

Prompt, honest responses to customer comments and feedback

  • Maintain and check the AFPL suggestion box
  • Follow up on all suggestions, comments and complaints provided by patrons

Continuing to improve the library services that are offered to the public

  • Evaluate the interest and use of existing services and continue to work on updating and improving them
  • Encourage patrons to provide suggestions for collections, services and programs


MSA 03/28/2018