In our effort to serve you better, the Somerville Public Library upholds the following best practices for providing outstanding customer service.

The staff of the Somerville Public Library will:

• Treat patrons and staff with courtesy, respect and dignity under all circumstances.
• Make patrons feel welcomed by greeting them, making them a priority, and helping them to the best of their ability.
• Respect patron confidentiality and their right to privacy.
• Listen attentively, ask follow-up questions as needed, and provide information that is accurate.
• Communicate in ways that are clear and easy to understand.
• Be empowered and encouraged to make decisions in the patron’s favor.
• Share and exchange information with other staff and seek assistance as needed.
• Inform supervisors of issues in a timely manner.
• Be empowered to provide feedback to supervisors.
• Keep informed of library policies, procedures, trends and best practices.

March 2017