When you receive a call from a patron, you may be the first and only contact that this person may have with our library. You want our patrons to think of the library staff and faculty as courteous and professional when they call in.
Here are some tips to make sure that a positive first impression stays with our patrons long after the call is completed.
- Greet the patron – Good morning, good afternoon
- Identify your location and yourself – Knowledge Commons, this is John.
- Ask them what you can do for them – How may I help you?
- When the call is complete, be sure to ask the patron if there is anything else you can help them with.
Having a smile in your voice will permeate through the phone line. Your friendliness and helpfulness will shine through.