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 acknowledgement should be given verbally during the call or visit.
If the customer feedback is delivered by e-mail, the acknowledgement should be given by e-mail.
If the customer feedback is delivered by postal mail the acknowledgement should be sent via telephone, postal mail or e-mail, whichever is appropriate.
For written acknowledgements, templates with standard language should be used to minimize staff processing time
Resolution
A substantive response should be provided within seven business days.
This response should include the University analysis of the issue and the proposed resolution. Clear reasons should be given if it is not possible for the University Center to accommodate the customer’s request.
If a resolution is not possible within seven business days, the customer should be notified and given the date by which they can expect a response.
The resolution can be communicated to the customer verbally, by e-mail or by postal mail, depending on the communication method most appropriate to the situation.
Response Procedure
Calls/Visits to the University Office
When a customer calls or visits the University Office with a complaint, question, or request for service, the issue should be resolved immediately, if possible, by the University Office or by referral to the appropriate department.
If immediate resolution is not possible, the University Office will take down the necessary information and let the customer know when and from whom he or she can expect a response.
The department receiving the referral is responsible for resolving the issue per the above standards.
E-mails or Postal Letters to the University Office
When customers send e-mail (or postal mail) to the University Office with complaints, questions, and requests for service, the University Office will send an acknowledgment e-mail (or postcard) within one business day.
If the University Office is able to answer the question or resolve the issue right away without referral, it will do so and let the customer know. In such instances, a separate acknowledgement email (or postcard) is not necessary.
Within the first business day, the University Office will forward the item to the appropriate department for response, noting the expected resolution date.
The department receiving the referral is responsible for resolving the issue per the above standards.
How we use collected information
Information collected can be used for multiple positive reasons.
- Organizations uses the information as a way to get feedback from users and how the website can be improved and get ideas on how they can improve it for users
- The information collected can be used as a useful way to know the users’ needs on the website, and always to ensure the users requests are addressed by their questions and queries.
How we protect your information
Information collected is protected by the organization whether it is stored, created, received or communicated. Users are advised to take security measures when accessing a site so that their personal information is not shared with others. A common way how we protect user’s information, is prompting them to create a strong person if the user has their own account on a site. The website also has data encryption, which enables encryption during transmission and storage and makes it harder for hackers to steal information.
Additional Comments
Since customers do not always know to whom to direct their concerns, any staff member at a public counter or answering the phone is called upon to be a customer service agent. When transferring a caller, staff should always take the caller’s number so that they can call back if need be.
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