The Old Bridge Public Library strives to provide excellent customer service.
Excellence in customer service is defined as offering services, programs and collections in a pleasant and cordial environment that meets the changing demands of our diverse community. The Library has adopted the American Library Association's Freedom to Read Statement and the Code of Ethics.
All employees are responsible for treating each customer in a fair and professional manner with courtesy and respect. Staff will be flexible in meeting the needs of our users and whenever possible, a reasonable judgment call will be made in the customer's favor. Customers are our first priority. Each customer transaction deserves the staff member's full attention. Customers have different expectations when using the Library; and it is the role of the staff member to ensure that the experience is a positive one.
Library staff will maintain the confidentiality of Library records and transactions.
Staff members will respond to inquiries with the best factual information available; refrain from offering personal opinions and advice in response to questions; and will not recommend products or services for purchase. The staff will offer alternatives to a customer's inquiries instead of saying "no." If a staff member is unable to fully satisfy a customer's request, another staff member or supervisor will be consulted.
The library endorses high standards of professionalism and customer service and supports this policy through employee training, leadership development and customer input.
Approved by the Library Board of Trustees: October 10, 2007.