Oregon State Library Customer Service Standards and Guidelines

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1 Oregn State Library Custmer Service Standards and Guidelines Overview It is the gal f the State Library t prvide unifrm high-quality service t State Library custmers and t clleagues. High-quality custmer service includes: Respnding t requests quickly Timely cmpletin f tasks Prfessinal and effective cmmunicatin Operating with integrity Prmting accuntability Assume psitive intent Minimum Standards fr All State Library Staff Members These minimum standards are the minimum expectatin f all staff members. This sectin is fllwed by guidelines and suggestins fr prviding excellent custmer service. Use f State Library cmmunicatin tls Check tw (2) times per day at a minimum and respnd t all queries within ne business day. The respnse shuld indicate yur prgress/ability t cmplete the request. Use the X by Y r Ntify prcess t clarify expectatins fr cmpleting requests as needed. Use the ut-f-ffice aut-reply ptin and crdinate with ther divisin members fr management when unavailable. Keep custmers infrmed when referring ed questins t ther staff. T ensure that recipients can respnd t messages easily, use a signature blck that at a minimum includes: Name, Title, Phne Number, Address. Telephnes/Vic Answer phne call when yu are available during wrk hurs. Answer call indicating the agency s name and yur name. Example: Hell. This is Jane De frm Library Supprt at the Oregn State Library. At a minimum, the vice mail message shuld include Name and Agency Name, yur inability t take the call, and instructins fr leaving a message s a call can be returned r press 0 if that ptin is available. Example: This is Jane De frm the Oregn State Library. I m away frm my desk at the mment. Please leave a message and I will call yu back. Page 1 Adpted May 2015

2 Check vic a minimum f tw (2) times per day and respnd t all queries within ne business day. The respnse shuld indicate yur prgress/ability t cmplete the request. Use the X by Y r Ntify prcess t clarify expectatins fr cmpleting requests as needed. If yu are ging t be away fr any amunt f time that will nt allw yu t return the call within ne business day, yur vic greeting shuld indicate the length f yur absence and an alternative ptin fr the caller. Example: This is Jane De frm the Oregn State Library. I will be away frm the ffice May 1-4. Please leave a message and I will cntact yu when I return, r press zer t speak t anther library staff member. Fllw established divisin prcedures fr hw t update vic greetings fr absent clleagues. Maintain adequate space in yur vic bx fr incming messages. Instant Messaging (IM) Lg int the IM tl during wrking hurs. Use status settings t indicate perids f unavailability. Respnd prmptly when receiving a message frm anther emplyee. Outlk Calendar Use Persnal Outlk Calendar t list meetings, leave, wrk schedule, and ther bligatins impacting availability during wrk hurs. Use meeting invitatins t schedule meetings with clleagues. Respnd t all meeting invitatins within ne business day. Offer alternative meeting times when yu are unable t accept a meeting request r wrk with the meeting cnvener t explre alternative ptins fr participatin. When ging ut f ffice make adjustments t meetings already scheduled. Meetings When cnvening a meeting, ensure that all the apprpriate peple are invited t the meeting. Make an agenda available t all participants befre the meeting. If yu have agreed t attend a meeting but later find that yu cannt, infrm the cnvener r smene else scheduled t attend the meeting. Wrk ut alternatives fr giving and receiving infrmatin, as apprpriate. Be n time fr meetings. Page 2 Adpted May 2015

3 If the meeting will run lnger than the scheduled time, clarify participants ability t cntinue. Review decisins and fllw-up items at the clse f the meeting s everyne is clear n the meeting s utcmes and next steps. T ensure that all participants remain infrmed f activities, the cnvener (r a designee) shuld recrd ideas, decisins, and actin items and distribute these ntes t all participants within five business days. The cnvener may cntact participants wh were expected but nt present t fllw up. It is als the respnsibility f the absent participants t seek ut infrmatin that was missed. Be prepared fr the meeting Guidelines and Suggestins fr High-Quality Custmer Service This sectin further defines and explains cncepts f high-quality custmer service and can be used t assist staff as they wrk twards meeting custmer service standards f the agency. General Make service t library custmers and each ther a pririty by making yurself available t all custmers and clleagues. Business calls, meetings, and s are nt interruptins t yur jb; they are yur jb. Stay infrmed abut all State Library services s questins may be accurately ruted t the best staff member r resurce. Understand custmer r staff needs at the time f cntact. Ask questins t make sure needs are understd and expectatins fr cmpleting the request are clear. This practice will help assure timely respnses and accurate referrals t apprpriate staff members r resurces. Keep custmers and clleagues infrmed n yur prgress if yu cannt immediately answer a questin r cmplete a task within the time frame that was agreed t. Use the X by Y r Ntify prcess t ensure accuntability. (Described n page 6) Make sure encunters with custmers and clleagues are psitive by being curteus, pleasant, and prfessinal. Maintain a cnsistent, curteus demeanr and tne in all cmmunicatins. Prfessinal cnduct Prfessinal cnduct in the cntext f the State Library s Custmer Service Standards includes exhibiting a curteus, respectful, cnscientius, and generally cmpetent manner in the wrkplace. It als includes general awareness and adherence t the Cde f Prfessinal Ethics f Librarians. Relevant elements f this cde include: Page 3 Adpted May 2015

4 Prviding the highest level f service t all library users thrugh apprpriate and usefully rganized resurces; equitable service plicies; equitable access; and accurate, unbiased, and curteus respnses t all requests. Prtecting each library user s right t privacy and cnfidentiality with respect t infrmatin sught r received and resurces cnsulted, brrwed, acquired r transmitted in accrdance with Oregn law. Treating c-wrkers and ther clleagues with respect, fairness, and gd faith, and advcate cnditins f emplyment that safeguard the rights and welfare f all emplyees f ur institutins. Distinguishing between ur persnal cnvictins and prfessinal duties and d nt allw ur persnal beliefs t interfere with fair representatin f the aims f ur institutins r the prvisin f access t their infrmatin resurces. Striving fr excellence in the prfessin by maintaining and enhancing ur wn knwledge and skills, by encuraging the prfessinal develpment f c-wrkers, and by fstering the aspiratins f ptential members f the prfessin. Prfessinal Cmmunicatin Prfessinal cmmunicatin is a key element in high-quality custmer service. Please cnsider these suggestins fr prmting prfessinal cmmunicatin in the wrkplace. Use clear and cncise language when presenting ideas Lgically and cmpletely present ideas and try t stay n tpic Always cnsider the purpse f yur cmmunicatin and think abut yur audience s perspective Actively listen t ther s ideas and questin them fr further clarity Shw enthusiasm abut what yu are talking abut and use a strng, active vice Be friendly, plite, respectful and cnfident Allw fr each member f a grup t vice their pinin Avid jargn, acrnyms and buzzwrds In ral cmmunicatin, be aware f the tne and pitch f yur vice. Strike a friendly and sincere tne. Prepare yur ideas in advance t assure clarity In written cmmunicatin, use a style f writing that is easy fr the reader t read such as bullet pints and small paragraphs Arrive at meetings a few minutes ahead f time t ensure meetings start n time. Participate in discussins during meetings as apprpriate. Ensure all participants have an pprtunity t cntribute t discussins. Speak up if the meeting is getting ff track and nt accmplishing stated gals. Page 4 Adpted May 2015

5 Frward calls t the apprpriate service r persn nce yu understand a custmer s needs. Whenever pssible, check the availability f the service/persn befre frwarding a call, and infrm the custmer they are being transferred. Use a curteus and prfessinal tne during all phne calls and vic greetings. Clearly indicate when an IM cnversatin is cmplete. Ensure readability f messages by minimally using nn-standard clrs, backgrunds, fnts, and images. Prfread messages t assure clarity and prfessinalism. Share Outlk Calendar with staff members yu wrk with clsely and with thers as needed. Curtesy Curtesy is expressed as a wide range f respectful behavirs and psitive attitudes. Persnal characteristics and behavirs that are cmmnly identified as curteus include: A willingness t discver pprtunities t exceed the custmer's expectatins Sincerity A friendly smile (even ver the phne) A neat appearance Clear and understandable use f language Exceptinal listening skills (attentiveness) A relaxed and natural tne f vice Apprpriate eye cntact Clear cmmunicatin at the custmer's cmprehensin level Knwledge and/r interest in the tpic f cnversatin Giving Feedback Gd custmer service amng staff requires hnest and pen cmmunicatin. Prviding feedback t clleagues is an effective methd fr prmting cmmunicatin. Use these cncepts when frmulating and receiving feedback. Think thrugh yur feedback first. Thughtful and well articulated cmments are mre likely t be cnsidered and fund t be helpful Be specific and use examples Be cnstructive Make requests; nt demands Address actins; nt attitudes Be sensitive Invite the ther persn t share their view Page 5 Adpted May 2015

6 Listen penly Check fr understanding Be aware f yur emtins Dn t interrupt t argue, crrect, r defend Analyze the infrmatin Take time t think abut the infrmatin t see what yu can gain frm it Prmting Cnfidence Effective custmer service relies n healthy wrkplace relatinships. It is easier t prvide highquality custmer service when clleagues have cnfidence in ne anther. Elements f cnfidence include: Be aware f different cmmunicatin styles, persnal backgrund, wrk histry, etc. when interacting with staff and custmers Cnsider the perspective f the clleague r custmer making a request Pay attentin t the little things that prmte r can undermine friendly interactins, such as negative bdy language, active listening, etc. Clarify expectatins t prevent misunderstandings Keep all cmmitments and prmises r directly cmmunicate inability t d s; cllabrate n finding slutins and alternatives Shw integrity (walk yur talk) Aplgize when warranted Openly and respectfully discuss prblems and wrk tward slutins Supprt decisins nce they are made Take the initiative t make things better X by Y r Ntify X by Y r Ntify is a methd fr cmmunicating expectatins abut the cmpletin f wrk. Agree t d X by a given time Y. Ntify if the wrk cannt be cmpleted. Fr example: I will try t get that dcument t yu by 5:00 tday, r I will let yu knw if it takes lnger. When agreeing t wrk cmmitments, remember t: Negtiate time frame and pririties when yu initially make a cmmitment. Renegtiate when needed, establishing a new time frame and clear understanding f revised pririties r expectatins. Page 6 Adpted May 2015

7 Be sure there is mutual understanding between yu and the clleagues making the agreement. T assure mutual understanding, restate the agreement and seek a verbal r written acknwledgement. Be clear abut yur ability t fulfill the cmmitments and be specific abut the tasks that make up the cmmitment. Keep track f what yu have cmmitted t d t help manage yur wrklad If yu are unable t meet yur cmmitment, let yur clleagues knw (i.e., Ntify). Offer a revised X r Y and renegtiate yur agreement. Cmmunicate penly abut radblcks keeping yu frm cmpleting yur wrk. This will reduce any stress r misunderstandings amng yu and yur clleagues. Adapted frm: Custmer Service Plicy (2010) New Emplyee Orientatin training materials Infrmatin Asset Use, Implementatin, and Security Guidelines Wrld-Class Curtesy: A Best Practices Reprt Page 7 Adpted May 2015

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