Customer care policy
Jordanhill Library has as its first priority meeting the needs of its users, consulting them to find out what those needs are and reviewing its routines and procedures accordingly. We therefore aim to :
- treat all users with respect and courtesy
- provide customer care training for all new staff, with follow-up training thereafter to ensure that staff provide a helpful and friendly service
- be aware of and assist users with special needs, eg part time users, users with disabilities and users whose first language is not English
- keep users informed about our services and opening hours, rules and regulations, and publicise any changes
- consult users, eg by meeting with Library Representatives, conducting regular surveys of user opinion and providing a Suggestions Box
- welcome constructive criticism and use comments and suggestions to help us improve our service
- respond to comments and enquiries within one week, and keep users informed of progress if delays are unavoidable
- offer a professional and effective service based on up-to-date information sources and modern technology
In all of this, our wish is to ensure that users receive a level of service that we would like to receive in their place. In return we ask you to:
- treat library materials with care, and return them in good time. While they are in your possession, you are responsible for them.
- abide by the regulations, in particular keeping conversation to a minimum.
- recognise that Library staff are entitled to the same courtesy and respect as users.
Prepared by Anabel Marsh