Peer Reference Tutoring: Customer Service

Especially when you are new to the reference desk, you may feel like you can't answer any of the questions people are asking. That's OK! Referring questions appropriately is as important as answering them.

• Be approachable
• Be considerate
• Be helpful
• Be attentive
• Take appropriate action

Students may be reluctant to seek help at the reference desk or may have a low sense of self-efficacy in regard to their research abilities. Therefore, it is important to be approachable.  Make eye-contact, smile, and (perhaps) greet people as they pass by the reference desk.

• Never send a patron away without help or a referral. Refer to a librarian or take their name, email, phone, etc. for follow-up.
• Don’t be afraid to say “I don’t know, let’s get more help.”
• If there is another patron waiting, acknowledge them. Indicate to the waiting patron that it may be a few minutes, but that you'll be with them shortly.

Etiquette

When answering the phone, you are a representative of the College.  Formal etiquette is appropriate.

When picking up the reference desk line, say, “Good morning/afternoon/evening, Library Reference desk, how may I help you?” Feel free to take notes, and remember to get the name and contact information of the person calling if you think you will need to call them back or refer the caller to someone else.

Transferring

1. Press the TRANSFER button
2. Dial the number you want to transfer to (e.g. the Information Desk number is 7557)
3. Press TRANSFER to complete

NOTE:  Always try to provide the number to which you are transferring the call in case the transfer should fail.