Mansfield Student Handbook: Customer Service

Library patrons shouldn’t feel like they’re bothering us when asking questions—they’re the reason we’re here!

PHONE ETIQUETTE

When answering the phone, smile and say,“Bromfield Library, how may I help you?” or something similar that you feel comfortable saying. 

If you need to place someone on hold, please ask "Can you hold for a moment?" Try not to leave the patron on hold for longer than one minute (if possible). If you cannot assist the patron within a few minutes, offer to take her number and call her back within a specified amount of time.

When you transfer a call, indicate to the caller that he or she is being transferred. Also make sure the caller knows to whom he or she is being transferred.

FRONT DESK SERVICE

When a library patron approaches the front desk, stop what you’re doing, smile, make eye contact, and greet them.

A simple hello works. ​You don’t need to say anything overly formal. You just need to appear available and willing to help. 

Do not wear headphones at the front desk.