Our expectations for Customer Service are high! With customer service, you are expected to observe how the fully trained employees handle situations. We use a "culture of yes" which means we do our best to avoid saying things like can't, won't, don't, no, and "it's policy."
Many people are nervous to come in to libraries, so we work hard to make them comfortable. We also strongly believe that you excel when you know what behaviors we want and that you deserve to have actionable items you can list on your resume when you complete your time working for us. Please read and watch everything following on this page!
We have seven standards (Learning Outcomes) that are for everyone in the building:
All of these together encompass Leadership!
UND has a focus across campus on Communication, both verbal and written.
Access Services and the Information Commons will pay particular attention to Accountability and Knowledgeability.
Current employers (2024/25) are looking for graduates with strong Communication and Critical Thinking.
How do we come up with this list? We check NACE career readiness guidelines every year.
On every shift,
"Language" incorporates verbal and non-verbal.
Nonverbal:
"Language incorporates verbal and nonverbal.
Verbal:
Communication is a separate Learning Outcome from Approachability, but factors heavily into it. For that reason, it is nested here.
A few other details to know about this outcome:
A word about written correspondences.
"If you don't have time to do it right, when will you have time to do it over?" - John Wooden
Efficiency comes with time and practice, but being mindful of habits is important. Do your best to do things right the first time, but know that it's okay to go back and correct as you learn! Our expectations are to be accurate rather than speedy.
Whether relating to our patrons or your tasks:
"Respect people's feelings. Even if it doesn't mean anything to you, it could mean everything to them." - Unknown
"Everything we hear is an opinion; not a fact. Everything we see is a perspective; not a truth." - Marcus Aurelius
Some of the videos you watched above reinforce respect. Please keep in mind:
Knowledgeability is more than just knowing the job! It's also knowing what you do NOT know, and when to ask for help or bring in assistance.