The Newburyport Public Library strives to offer excellence in library service. In addition to our efforts to enhance the quality of the facility and collections, it is equally important that the library staff provide accurate, efficient and friendly service at all times. Although one might often view the patron as the "client" - it is important to remember the patron as voter and taxpayer is also the ultimate "boss". 

              The Customer Service Policy of the Newburyport Public Library is the underlying foundation for all staff interactions with the general public. All other library policies should be interpreted in the light of the principles outlined below.

1. The library should offer the same quality of service to all, regardless of age, race, sex, nationality, educational background, physical limitations, or any other criteria which may be the source of discrimination.

2. Patrons will be treated as if they were the most important people in the world. They are!

3. Judgment calls should always be made in the patron's favor. If you make a mistake, it should always be to the patron's advantage.

4. Patrons should never be left without an alternative if a staff member is unable to comply with their request.

5. Staff members should be familiar with and be able to articulate library policies and procedures as well as to explain the rationale behind them.

DEMEANOR

Demeanor is defined as the way a person looks, speaks, and acts; one's manner of behavior towards others; and personal mode of expressing attitude. Non-verbal demeanor conveys attitude via facial expression and posture just as tone of voice and choice of words affect a message.

In public service institutions such as the library, it is imperative that every staff/patron interaction is a positive one for the patron. A friendly, helpful demeanor can often ensure a positive experience, even when the message conveyed is not a pleasant one.

Staff members are expected to act in a friendly manner which will ensure that the patron will walk away feeling that their experience with the Library has been a positive one. The same manner should be demonstrated during telephone transactions. (See attached procedures)

Each staff member, while at work, acts as a representative of the Newburyport Public Library to each person or group with whom she/he comes in contact. The impression made on the patron profoundly affects the Library's image and on-going support.

The needs and requests of library patrons must always be taken seriously and treated with respect. Equal consideration and treatment will be given to all users within established guidelines and in a nonjudgmental environment.

All interactions and transactions between a library patron or group of patrons and the Library will be considered confidential and will be discussed only in a professional context. (Such matters include, but not limited to, registration information, materials selection, loan transaction records, reference questions, patron card status, etc) Staff should remember that, although the temptation to discuss or share difficult transactions at the public desk is great, such discussion should be limited to the staff area or private office; these details are confidential as well.

Staff members will not offer personal options or advice in answer to queries, but will always follow established library practices.