Customer Service Policy
The mission of the MFPL is to select, organize, maintain and make available to the entire community those materials and services needed to assist its citizens in the pursuit of their educational, informational, and recreational interests and needs.
The Customer Service Policy of the MFPL is the foundation for all staff interactions with the general public.
The library offers courteous and efficient service to all users regardless of age, race, gender,nationality, educational background, physical limitations or any other criteria that may be a source of discrimination.
It is important that every staff/patron interaction be a positive one for our patrons. A friendly, helpful manner usually ensures a positive experience even when the message conveyed is not a pleasant one. When a patron complains, refer the person to the Library Director if available. If the Director is not available, suggest the patron put his or her complaint in writing.
Courtesy and attention to the needs of library users will be the key to all interactions. Staff will try to be flexible in meeting patrons’ needs. Whenever possible, judgment calls will be made in the patron’s favor.
Acknowledge a patron’s presence by looking up and making eye contact. If busy with another patron, acknowledge the one who is waiting and explain that you will offer assistance as soon as possible. Ask another staff member for help whenever feasible.
Maintain friendly contact with library users without engaging in lengthy conversations. If it is hard to break away, explain that you enjoy talking but you need to get back to work, keeping your voice low so as not to disturb other library users.
Staff members will respond to inquiries with the best factual information available but will refrain from offering personal opinions or advice in response to queries. In particular, library staff may direct patrons to consumer information, but will not recommend products or services.
If a staff member is unable to fulfill a request, the patron will be offered alternative solutions, such a Virtual Catalog or Interlibrary Loan request, etc. Staff members should avoid saying, “I don’t know,” but should attempt, instead, to satisfy patrons by using appropriate follow through techniques (such as taking phone numbers to contact them later).
All interactions and transactions between a library patron or group of patrons and library staff will be considered confidential and will be discussed only in a professional context. Such matters include, but are not limited to: registration information, materials selection, loan transaction records, reference questions, patron card status, etc. Discussion of confidential patron issues should be limited to non-public areas.
Staff members will refer complaints and/or difficult users to the department supervisor or the library director at the time of each complaint to eliminate public debates and/or arguments.
The Library exists to provide services to patrons, many of whom will, in turn, become strong advocates for library improvements. The MFPL strives to provide excellent service to all patrons in a meaningful way that exceeds customer service expectations.
LIBRARY POLICIES
Materials Selection and
Collection Maintenance
Policies for the Use of
Computers
Closed and Decertified Libraries