Library Customer Service Quiz

1. If a library student worker is on the phone when a patron approaches, he or she should:

Turn away so the patron knows the phone call is important

Roll your eyes and use your hand to demonstrate that the person on the other line is talking to much

Ask the person to hold for a moment and tell patron you will be with them in just a minute.

Use a scrap of paper and write the patron a note that says "Go downstairs"

When a library student worker is on the phone and a patron approaches, the appropriate response is to ask the person on the phone to hold for a moment and inform the patron that they will be assisted shortly. This shows respect to both the person on the phone and the patron, acknowledging their presence and indicating that their needs will be attended to. It is important to maintain professionalism and provide good customer service in such situations.

Explanation

When a library student worker is on the phone and a patron approaches, the appropriate response is to ask the person on the phone to hold for a moment and inform the patron that they will be assisted shortly. This shows respect to both the person on the phone and the patron, acknowledging their presence and indicating that their needs will be attended to. It is important to maintain professionalism and provide good customer service in such situations.

2. What is the best way to put a patron at ease?

Smile

Have positive body language

Make eye contact

All of the above

None of the above

The best way to put a patron at ease is by employing all of the mentioned strategies. Smiling helps create a friendly and welcoming atmosphere, positive body language signals openness and approachability, and making eye contact shows attentiveness and interest in the patron. By combining these actions, a person can effectively make the patron feel comfortable and at ease.

Explanation

The best way to put a patron at ease is by employing all of the mentioned strategies. Smiling helps create a friendly and welcoming atmosphere, positive body language signals openness and approachability, and making eye contact shows attentiveness and interest in the patron. By combining these actions, a person can effectively make the patron feel comfortable and at ease.

3. Why is a professional staff important to the Crown Library?

It allows patrons to gain the material and information they need in an efficient manner.

It gives patrons an enjoyable library experience, which will hopefully lead to more usage.

It gives the librarians a chance to take more breaks because the student can handle things.

A and B

B and C

A professional staff is important to the Crown Library because it allows patrons to gain the material and information they need in an efficient manner. This means that the staff is knowledgeable and skilled in assisting patrons in finding the resources they need, ensuring a smooth and productive library experience. Additionally, a professional staff also gives patrons an enjoyable library experience, which can lead to increased usage.

Explanation

A professional staff is important to the Crown Library because it allows patrons to gain the material and information they need in an efficient manner. This means that the staff is knowledgeable and skilled in assisting patrons in finding the resources they need, ensuring a smooth and productive library experience. Additionally, a professional staff also gives patrons an enjoyable library experience, which can lead to increased usage.

4. Why is a general good attitude important for a library student worker?

It sets the right tone for a shift full of good service

It allows the student worker to be in the right frame of mind to work with patrons

It makes the shift more enjoyable for yourself and your fellow workers

All of the above

A general good attitude is important for a library student worker because it sets the right tone for a shift full of good service. It allows the student worker to be in the right frame of mind to work with patrons, ensuring a positive and helpful interaction. Additionally, having a good attitude makes the shift more enjoyable for oneself and fellow workers, creating a positive and harmonious work environment.

Explanation

A general good attitude is important for a library student worker because it sets the right tone for a shift full of good service. It allows the student worker to be in the right frame of mind to work with patrons, ensuring a positive and helpful interaction. Additionally, having a good attitude makes the shift more enjoyable for oneself and fellow workers, creating a positive and harmonious work environment.

5. What are important steps to ensuring a successful phone interaction?

Smile

Answer the phone as quickly as possible

Verify spellings and confirm information

Speak clearly

All of the above

The important steps to ensuring a successful phone interaction include smiling, answering the phone as quickly as possible, verifying spellings and confirming information, and speaking clearly. Smiling helps to create a positive and friendly tone during the conversation. Answering the phone promptly shows professionalism and attentiveness. Verifying spellings and confirming information ensures accuracy and avoids misunderstandings. Speaking clearly ensures that the message is conveyed effectively. Therefore, all of the above steps are important for a successful phone interaction.

Explanation

The important steps to ensuring a successful phone interaction include smiling, answering the phone as quickly as possible, verifying spellings and confirming information, and speaking clearly. Smiling helps to create a positive and friendly tone during the conversation. Answering the phone promptly shows professionalism and attentiveness. Verifying spellings and confirming information ensures accuracy and avoids misunderstandings. Speaking clearly ensures that the message is conveyed effectively. Therefore, all of the above steps are important for a successful phone interaction.

6. What is a good way to ensure you are helping the patron get exactly what he or she needs?

Hold up each and every book until you find the right one

Point in the general area that the patron should be headed to find the material they are looking for

Ask questions and repeat what they say back to them

Call your supervisor and ask

Asking questions and repeating what the patron says back to them is a good way to ensure you are helping them get exactly what they need. This approach allows for clarification and confirmation, ensuring that you understand their requirements accurately. It also shows the patron that you are actively listening and engaged in assisting them, which can help build rapport and trust.

Explanation

Asking questions and repeating what the patron says back to them is a good way to ensure you are helping them get exactly what they need. This approach allows for clarification and confirmation, ensuring that you understand their requirements accurately. It also shows the patron that you are actively listening and engaged in assisting them, which can help build rapport and trust.

7. Libraries are a great place to gain information and materials in a friendly, helpful environment.

False

True

Very True (now that I work there!)

The given statement suggests that the answer is "Very True (now that I work there!)" because the person who works at the library believes that libraries are a great place to gain information and materials in a friendly, helpful environment. Their personal experience working there supports the idea that libraries are indeed a great place to gain knowledge and resources.

Explanation

The given statement suggests that the answer is "Very True (now that I work there!)" because the person who works at the library believes that libraries are a great place to gain information and materials in a friendly, helpful environment. Their personal experience working there supports the idea that libraries are indeed a great place to gain knowledge and resources.