Patron Relations:
Introduction

All Library staff are committed to providing the best possible service to our patrons. Most transactions with patrons are pleasant and rewarding ones. Occasionally, patrons will have questions or complaints that may challenge even the best public service skills. Your most effective tools for meeting such challenges are courtesy, common sense, a calm approach, and a sense of humor.
The following steps are offered as guidelines for dealing with Library users in general, and for handling those challenging questions or complaints specifically:

• Remain calm, receptive, and nonjudgmental. Be aware of your surroundings!
• Listen carefully to the patron's question, request, or complaint. Practice active listening.
• Pause, breathe deeply, and think before responding.
• Speak in a relaxed, low tone of voice. Repeat and paraphrase what the patron has said as concisely as possible. If the request or complaint is reasonable or legitimate, attempt to resolve the problem, if you have the authority to do so. If you do not have the authority to do so, offer to refer the patron to your supervisor. If the complaint is against another staff member, state sympathetically that there may have been a misunderstanding and attempt to resolve the problem.
• If there is a justifiable need for an exception and you have the authority to make one, do so. Please note that abusive, demanding behavior on the part of the patron is NOT justification for an exception.
• If the request/complaint is against Library policy and an exception cannot justifiably be made, explain the policy clearly, giving a succinct explanation of its rationale, and show a written copy of the policy to the patron, if available.
• Be pleasantly calm and firm. Do not argue. Stick to the issue and do not get sidetracked by peripheral arguments about such things as deadlines, special problems, etc.
• If possible, offer alternatives that do not violate policy. Outline the choices.
• If necessary, ask another staff member to corroborate your explanation and be prepared to support your colleague. If necessary and/or possible, refer the patron immediately to your supervisor. Keep in mind that personal styles vary and one staff member may be able to resolve a matter with a patron that another staff member could not.
• If the patron wishes to make a complaint in writing or by telephone, give him/her the name of the relevant person. If your supervisor or the appropriate Library administrator is not available, you may suggest that the complaint be made in writing or by telephone. Should the patron ask for your name to be included in the complaint, you may give that information (offering only your first name, if you prefer). Be sure to tell your supervisor about these incidents so that s/he will have the necessary details when the patron calls or writes.
• Refer the patron to your supervisor as necessary.
• If you work weekends or evenings and your supervisor is not available, give the patron the supervisor's name, telephone extension, and the hours when s/he can be reached.
• If the patron's behavior becomes disruptive and interferes with the ability of others to use the library or with library operations, follow the General Guidelines.

An important point to keep in mind is that patrons should always leave the Library feeling that their reasonable requests and/or complaints were taken into consideration and handled properly. There may be times when you cannot help a patron, but if you offer alternatives or refer the person to a colleague who may be able to help, and do so courteously, then you have been helpful.