Work Study Quick Reference

It is important to follow these standards of good customer service so together we can provide the best library experience for USM's students, faculty, and staff.

Here are the basics:

1. Be approachable--it's all about attitude!

• Greet people when they enter the library.
• Stop what you're doing and respond to patrons.
• Smile.
• Maintain eye contact.
• A positive attitude is your best asset.

2. Be helpful--go the extra mile!

• First, listen to get full understanding of inquiries.
• Show you are engaged and want to help.
• Offer resources (maps, signs, etc.) to aid in your answer.
• Don't know the answer? Find a staff member who does!

3. Grouchy patron? No problem!

• Don't let someone's bad day become yours.
• Try to help--all while staying positive.
• However, if a patron becomes rude, verbally abusive, inappropriate, or ignores your explanations, politely refer him/her to your supervisor.

4. Slow at the desk?

• Ask your supervisor if there's anything you can do.
• Check the shift checklists for routine tasks.
• Check the project listing for other assignments.
• Avoid activities that reduce your approachability--using headphones, watching videos, etc.

Guidelines for Student Workers

Be patient.

Have fun, love your job.

Be respectful.

Be approachable.

Kill people with kindness.

Greet people as they come in.

Thank people for coming in/say goodbye/have a nice day.

Offer up options and alternative solutions.

Look up; don’t get too involved in your computer.

Tell a librarian if people are breaking rules/making you uncomfortable.

Don’t come to work impaired.

Don’t be on your phone.

No headphones.

No music or videos.

Do not invent jobs away from the desk in order to wear headphones.