Code of Ethics: Customer Policy Policy Statement Customer service is a top priority of the library. All library customers will be treated promptly and respectfully without regard to age, gender, sexual orientation, race, ethnicity, disability, language proficiency, social or economic status. Response Standards When possible, complaints, questions and requests for service should be resolved in “real time” on the same day they arrive. However, in many instances, referral and follow-up are necessary in order to fully understand and resolve the issue. In such instances, the following standards for acknowledgement and resolution should be followed Acknowledgement All complaints, questions and requests for service should be acknowledged within one business day. This acknowledgement should note the person to whom the issue has been referred and when the customer can expect a response. If the customer feedback is delivered by phone or in person, this ackn...
