Client Focus: Strives to meet and exceed patron’s expectations

1. Provides individualized service to each patron
2. Shows the patron respect at all times by being approachable, pleasant, and using formal name or title when appropriate
3. Strives to help the patron in any way and anticipates their needs when possible
4. Proactively follows up to ensure patron needs were met
5. Maintains an awareness of multiple patron needs

Communication: (verbal, listening and written) Demonstrates attentiveness to patrons, conveys an understanding of their comments and questions, and expresses thoughts clearly

1. Acknowledges patrons upon their arrival by greeting them in a courteous manner, e.g. smiling and making friendly eye contact
2. Listens actively by clarifying, rephrasing, or reflecting back on what the patron said
3. Avoids interrupting or drawing premature conclusions when a patron is speaking or asking a question
4. Tries not to use library jargon when answering patron questions
5. Responds to questions and requests in a timely manner (within 24 hours if possible)
6. Strives to answer phone calls within 3 rings when feasible, uses proper greeting, and is sensitive to patrons that are there in person
7. When sending electronic messages, uses a business-like tone (avoids using slang, jargon, colloquialism, etc.)

Library Knowledge: Possesses and acquires knowledge of how the University library system, cluster and unit functions

1. Is knowledgeable about Library policies and procedures (checks library websites for reference)
2. Is willing to ask a co-worker if he/she doesn't know the answer to a question
3. Explains policies in a consistent manner and consults with a supervisor if exceptions are needed
4. Acquires training as needed by attending workshops, reading written documentation, etc.

Problem Solving: Uses appropriate tools and techniques to prioritize problems to be solved, answer patron’s questions, and implement solutions

1. Asks questions and collects information from the patron to aid in solving a problem or in answering their questions
2. Involves the patron in the problem solving process when appropriate
3. Makes recommendations for ways to resolve the problem or offers creative alternatives
4. Follows through on suggestions or commitments made to patrons and provides status reports when appropriate
5. Works cooperatively and productively with others to achieve optimum results

Conflict Management: Addresses substantive conflicts and disagreements using conflict resolution strategies

1. Listens to patron and avoids defensive attitudes (by keeping calm, not taking comments personally, remaining attentive and concerned)
2. Empathizes with the patron and demonstrates an understanding of his/her point of view
3. Explains policy in support of library
4. Refers patron to a co-worker and relocates the discussion from the scene if necessary
5. Consults with a supervisor if flexibility regarding rules or policies is needed
6. Encourages patron to put their concerns in writing

Professional Image: Cultivates a business-like image by neatness of appearance and work area, models good behavior for students, etc.

1. Engages in only library or university activities when working in public areas of the library