Good customer service is essential for the success of any organization. As a Peer Reference Assistant you will be a representative of the library and will have an impact on how our customers (students, faculty, and staff) think and feel about the library. Friendly and reliable service will encourage repeat customers and contribute to the success of our program.
A key aspect to good customer service is appearing approachable and available at the desk.
When you are at the Research Help Desk you are expected to take questions in any way they come: in-person, phone, and email.
If you find yourself with more questions than you can comfortably handle, the librarian should be there to help you set priorities and take some of the questions.
A couple of other important things to pay attention to while you're working at the Research Help Desk:
Cell phones can be an important means of connection with friends, family, and the world. They can also move your attention away from what is right in front of you, causing you to appear unavailable and disinterested in your surroundings. Obviously, this is not a good look for the Research Help Desk. To minimize that effect, we ask that you do the following while working at the desk:
We respect your need to stay connected and have therefore chosen not to ban cell phones at the Research Help Desk. We just ask that you use them thoughtfully and sparingly.
It's inevitable that friends and acquaintances will see you working at the Research Help Desk and want to stop by and say hello. We don't discourage that (students seeing the desk as a welcoming and receptive place is a good thing, after all!). However, we don't want the desk to look so busy with visitors that library patrons are discouraged from stopping by for research help.
The Association of College and Research Libraries has created a set of Guidelines for the Behavioral Performance of Reference and Information Service Providers. Please read and familiarize yourself with these guidelines. They are key to your success as a Peer Reference Assistant at Penfield.