ISDA Student Employee Guide

When approaching customer service:​

1. UNDERSTAND -- Always try to fully understand the question the patron is trying to ask.
2. DON'T GUESS -- If you don't know the answer, NEVER make up the answer or give information you are unsure of.
3. DON'T GIVE UP -- If you don't know the answer, NEVER say "I don't know" without offering further help.

If you don't know the answer, don't worry.  You can:

• Ask a more experienced staff member or student for help.
• Say "I don't know, but I can find out for you" and take the patron's name and contact information so you or a librarian can get back to them.
• Refer the patron to someone else.  For example, answer only book-lookup questions when on the desk. Refer others to the Librarian on Call or to a specific subject librarian.

Please follow these guidelines while working at the EID public service desks:

Walk patron to item/location requested if possible.

Eye Contact -- be aware of everyone around you, and raise your eyes and smile any time someone is within 15 feet of you. At the Hello Desk, do this every time someone enters the building.

Approachability -- keep the computer screen as low as possible so you can be seen. Sit up straight, and do not get so engrossed in the computer that patrons think you cannot be interrupted.

Nametags -- ALWAYS wear your nametag at a visible level.

Laptops and Tablets -- if you are working at any desk, personal laptops or tablets must remain stored in backpacks.

Book bags -- book bags must be stored in rm 120 in the student cabinets provided.

Earbuds -- earbuds are not needed to conduct work at the desk; they must remain stored away while you are working.

Videos and sound -- do not watch videos/movies, play timed or multiplayer online games, or listen to music while sitting at the desk.

Food -- There is absolutely no eating or drinking at the Hello Desk. If you must have a water bottle, it must be stowed in the cabinet below the desk. There is absolutely no eating at the Info Pt desk. You may have a closed drink container.

Phones -- you may need to authenticate with 2FA to access your UD accounts.  At other times, phones should be stashed away. Sending and receiving texts, personal phone conversations, and any other phone use needs to take place away from the desk.

Language -- make sure that you are using appropriate language, and keep conversations appropriate to the workplace.

Visitors -- make sure that friends or off-duty co-workers do not hang around the desk while you are working. Patrons can be hesitant to interrupt your conversation. Obviously, if you are assisting them with a library transaction, they count as a regular patron.

Dress code -- if you can wear it to bed, the gym, or the beach, then it is not OK to wear at the service desks.

• No crop tops or workout gear is allowed at the desks.
• No hats or hoods are allowed at the desks (please speak with supervisor regarding religious head coverings).
• No coats/parkas or gloves/mittens may be worn at the desks. Speak to the supervisor if this is an issue.
• If the slogan on your t-shirt will offend more than 2% (two percent) of the people who walk past you, you should not wear it.
• Absolutely no profanity, advertising of alcohol/drugs/tobacco/vape, or political slogans are allowed on clothing.