Library Customer Service Quiz

8 Questions | By Aahammond630 | Updated: Mar 20, 2022 | Attempts: 322

Questions

Settings

Students will be quizzed on basic customer service practices in the library. Such ideas as approachability, communications, phone etiquette, etc. Will be covered.

Questions and Answers

1.

When working, library student assistants are not allowed to:
- A.
  
  Use cell phones
- B.
  
  Eat food
- C.
  
  Ignore patrons
- D.
  
  None of the above
- E.
  
  All of the above
2.

If a library student worker is on the phone when a patron approaches, he or she should:
- A.
  
  Turn away so the patron knows the phone call is important
- B.
  
  Roll your eyes and use your hand to demonstrate that the person on the other line is talking to much
- C.
  
  Ask the person to hold for a moment and tell patron you will be with them in just a minute.
- D.
  
  Use a scrap of paper and write the patron a note that says "Go downstairs"
3.

What is the best way to put a patron at ease?
- A.
  
  Smile
- B.
  
  Have positive body language
- C.
  
  Make eye contact
- D.
  
  All of the above
- E.
  
  None of the above
4.

What is a good way to ensure you are helping the patron get exactly what he or she needs?
- A.
  
  Hold up each and every book until you find the right one
- B.
  
  Point in the general area that the patron should be headed to find the material they are looking for
- C.
  
  Ask questions and repeat what they say back to them
- D.
  
  Call your supervisor and ask
5.

Why is a general good attitude important for a library student worker?
- A.
  
  It sets the right tone for a shift full of good service
- B.
  
  It allows the student worker to be in the right frame of mind to work with patrons
- C.
  
  It makes the shift more enjoyable for yourself and your fellow workers
- D.
  
  All of the above
6.

Why is a professional staff important to the Crown Library?
- A.
  
  It allows patrons to gain the material and information they need in an efficient manner.
- B.
  
  It gives patrons an enjoyable library experience, which will hopefully lead to more usage.
- C.
  
  It gives the librarians a chance to take more breaks because the student can handle things.
- D.
  
  A and B
- E.
  
  B and C
7.

What are important steps to ensuring a successful phone interaction?
- A.
  
  Smile
- B.
  
  Answer the phone as quickly as possible
- C.
  
  Verify spellings and confirm information
- D.
  
  Speak clearly
- E.
  
  All of the above
8.

Libraries are a great place to gain information and materials in a friendly, helpful environment.
- A.
  
  False
- B.
  
  True
- C.
  
  Very True (now that I work there!)