One of your roles as a student worker is to be a representative of the library. When interacting with patrons, it is important that you display excellent customer service. It can be intimidating to ask for help, especially in a busy room. By being friendly and polite, we can help make the library a resource that UNO students enjoy using.
Reference BLISS: 5 Steps to an Awesome Reference Interaction (Adapted from UW-Eau Claire Library)
1. BE APPROACHABLE:
5. SETTLE UP
Answering the Phone
Smile when you answer the phone! It makes you sound more friendly, and patrons will respond in kind.
"Hello, UNO Library Reference Desk. This is [Your First Name]. How may I help you?"
Placing a Phone Call
There will be times that you need to call both on and off campus numbers. Smile when you use the phone, identify yourself by name, and that you are calling from the library.
To call on-campus: Press 3 and then the last 4 digits of the phone number. For example, if you were calling the reference desk from another on-campus location, you would press 3-6549.
Off campus (local): Press 9 and then the seven digit phone number. You can only call 504 numbers from the reference desk. If you need to call outside of the 504 area code, please speak to a staff member.
Transferring a Phone Call
*If you dial a wrong number or get an answering machine (and the patron doesn't want that option):
Press the green flash button before hanging up. This will end the transfer, but allow to finish talking with the original caller.
Set up a time with your supervisor to practice placing, answering and transfering calls.