Library and IT Self Help

Library & Digital Support (LDS) is committed to maintain and improve our customer service standards. We aim to build strong relationships with our customers in the pursuit of high-quality customer service provision.

We commit to:

• Provide a friendly, professional service whether face-to-face, via written communication or by telephone
• Ensure our staff are easily identifiable in order to promote customer engagement
• Operate in a transparent manner, communicating clearly and openly where possible, but with due respect for customer confidentiality
• Treat all our customers fairly and with respect
• Work in partnership with our customers to deliver quality services that are accessible to all
• Resolve enquiries at first point of contact or provide technological, knowledge-based and/or expert referral services, as appropriate
• Educate customers to access and utilise all available information, self-service resources and digital services in order to become self-sufficient and independent learners
• Monitor our service level performance
• Develop our staff to ensure they have the necessary skills and expertise
• Provide an accessible, comfortable and safe learning environment
• Encourage and follow-up customer feedback to inform and further develop our service quality
• Ensure a customer services strategy is included in all LDS service plans

We expect our customers to:

• Behave in a respectful, non-abusive and non-threatening manner
• Treat staff and other library users with courtesy, and respect the library stock and environment
• Take advantage of available self-service resources and digital services
• Take responsibility and be proactive in reporting issues
• Engage with our staff and provide timely feedback, as appropriate
• Abide by the Library Rules/Regulations.