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

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

Customer Service Policy